As innovators of premium baby gear with a timeless style, Nuna is a Global Brand, growing exponentially in the U.S. Market.
Our corporate office is in scenic Berks County, PA, while our Distribution Center and West Coast offices are in Vancouver, WA, and Solana Beach, CA.
Nuna's consistency and attention to detail in producing high-quality products for families are mirrored within the Vancouver work environment as evidenced by the inviting entryway of herringbone floors, moss sign, and brilliant lighting.
Gym facilities and a breakroom featuring a full kitchen and fireplace serve to enhance the workday. Our health and welfare benefits, like our baby gear products, are superior, boasting a $0 Copay / $0 Deductible Medical & Prescription Plan Design and a 401(k) with a 6% Employer Match.
We are currently seeking an Escalations & Legal Liaison, to join our Consumer Concierge Services department.
The Consumer Concierge Services - Escalations & Legal Liaison serves as the primary point of contact for consumers whose cases have escalated and require legal involvement.
This role works closely with the team and management, and is a visible presence on the floor, readily available for real-time transfers from agents. In addition, the position collaborates directly with other Specialized Workforce Action Triage (“SWAT”) members, ensuring a coordinated and responsive approach to managing sensitive and complex customer situations.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Manage and resolve complex customer escalations with professionalism and urgency.
- Liaise with legal and compliance teams to ensure proper handling of sensitive cases. Preparing case documentation and a summary of the incident timeline.
- Document and track escalation trends to identify issues.
- Support agents with guidance on handling high-risk or sensitive interactions.
- Create SOP documentation for new processes related to the role. Process Improvement: Identifying and refining workflows to reduce repeat escalations.
- Work with Trainer to help agents recognize red flags in conversations to implement refresher training.
- Accept real-time escalations from agents.
- Responsible for creating and maintaining reporting regarding escalation.
This position description is intended to provide a summary of the major duties, tasks, and responsibilities of this position and shall not be considered an exhaustive listing of all work requirements.
EXPERIENCE & KNOWLEDGE
- Five (5) to eight (8) years direct experience handling escalations : Previous roles in customer support or operations where resolving high-level complaints, sensitive situations, or at-risk interactions was a primary responsibility.
- Regulated Environment Exposure : Familiarity working within industries governed by strict legal, regulatory, or compliance requirements, such as finance, healthcare, insurance, or telecommunications.
- Legal and Compliance Acumen : Experience collaborating with legal or risk departments, including managing cases that involved legal implications, threats, injury, or potential litigation.
- Documentation and Reporting : Demonstrated excellence in recording detailed case notes, incident timelines, and escalation outcomes, ensuring accuracy for both internal reviews and external audits.
- Process Improvement : A track record of identifying workflow issues and spearheading initiatives to refine escalation protocols and reduce repeat incidents.
- Conflict Resolution and Emotional Intelligence : Practical background in navigating and de-escalating high-pressure situations with empathy, professionalism, and sound judgments supporting both customers and frontline agents.
- Training and Mentorship : Experience mentoring team members or facilitating training sessions, particularly around best practices for identifying escalation triggers and managing difficult conversations.
- Cross-Functional Collaboration : History of effective collaboration with teams across departments, such as management, compliance, training, and legal, to ensure seamless case handling.
SKILLS & COMPETENCIES
- Expert Conflict Resolution : The ability to manage and defuse high-pressure situations with empathy, tact, and professionalism.
- Strong Communication Skills : Clear, concise verbal and written communication is essential—both with customers and internal teams—especially when handling escalated or sensitive matters.
- Legal and Compliance Awareness : A sound understanding of legal, regulatory, and compliance requirements to ensure that all escalations are handled according to policy and law.
- Analytical Thinking : Skill in evaluating complex incidents to identify root causes, spot trends, and recommend process improvements.
- Meticulous Documentation : High attention to detail to accurately record incident timelines, actions taken, and outcomes for legal and operational records.
- Emotional Intelligence : The capacity to remain calm under stress, show empathy to distressed customers and colleagues, and provide balanced, supportive guidance.
- Collaboration : Ability to work closely with agents, management, and cross-functional teams (like legal and compliance) to resolve issues swiftly and efficiently.
- Process Improvement Mindset : Eagerness to identify operational inefficiencies and contribute to the creation and refinement of standard operating procedures.
- Decisiveness : Confidence in making swift, well-informed decisions, especially in situations involving risk or potential legal ramifications.
- Training and Support : Competency in coaching agents on best practices and recognizing opportunities for refresher training.
EDUCATION & CERTIFICATIONS
Degree
- Bachelor’s degree preferred; substantial relevant experience may substitute for formal education
Professional Certifications a Plus but not Required
- Certified Professional in Customer Service (CPCS) or similar customer service designations.
- Conflict Resolution Certification.
- Compliance and Legal Training .
- Project Management Certification.
TECHNOLOGY
Technical Skills
- Advanced proficiency in CRM systems (e.g., Salesforce, Zendesk , Oracle Service Cloud) for tracking escalated cases and documenting resolutions; experience with Zendesk preferred.
- Experience in handling escalations across multiple channels (voice, email, chat, social media).
- Ability to conduct virtual appointments with consumers.
- Navigate and operate within ERP systems to support customer service and operational workflows; SAP experience is highly desirable.
- Experience with case routing and prioritization tools to manage high-touch or legal-related inquiries.
- Skilled in using Microsoft Office Suite (especially Word and Outlook) for drafting formal communications and legal correspondence.
- Familiarity with secure document management systems (e.g., SharePoint, DocuSign, Adobe Acrobat Pro) for handling legal documents and customer records.
Compliance and Data Security
- Understanding of data privacy and regulatory compliance systems (e.g., GDPR, CCPA tools) used to manage customer data and legal requests.
- Ability to generate and interpret compliance and risk reports for internal stakeholders.
- Understanding of role-based access systems and data encryption protocols to ensure secure handling of sensitive customer and legal information.
Other
- Employees in Non-Exempt positions must accurately complete, obtain approval from their manager, and timely submit a timecard in the form provided by the Company, as it coincides with the Company’s bi-weekly payroll schedule.
- Ability to work extended hours as business needs warrant; may on occasion include nights and weekends.
- Travel up to 10%.
- Bilingual (English/Spanish) a plus.
Applicants must be currently authorized to work in the United States on a full-time basis.