Customer Success Advocate

Job Description

Job Description

Department: Call Center

FLSA Classification: Full-Time/Non-Exempt

Reports To: Senior Director of Customer Experience

Location: Metairie, LA

Workplace Type: Hybrid / Remote

Position Summary

The Customer Success Advocate (CSA) is a Tier 2 Customer Success role responsible for resolving complex customer issues that require ownership beyond the initial frontline interaction.

Unlike a traditional Customer Service Representative, the CSA does not work an inbound call queue. Instead, the role manages customer escalations, closed-loop Customer Success processes, executive and leadership escalations, regulatory complaints, and other cases requiring research, coordination, follow-through, and direct customer contact.

The CSA serves as the single point of ownership for assigned cases from receipt through resolution. Advocates coordinate across internal teams, remove roadblocks, keep customers informed, and ensure each case reaches a clear and documented outcome.

Key ResponsibilitiesCustomer Escalation Management

• Own escalated customer cases that cannot be resolved through standard Tier 1 processes.
• Research account history, previous interactions, billing activity, service issues, and operational dependencies to identify the cause of the customer’s concern.
• Take ownership of assigned cases from initial assignment through resolution.
• Proactively contact customers by phone, email, or other approved channels to provide updates and resolutions.
• Set clear expectations with customers when resolution requires additional research or coordination.
• Maintain consistent follow-up until the issue is resolved.
• Confirm resolution with the customer when appropriate.
• Identify repeat issues or process breakdowns that create unnecessary customer effort.

Closed-Loop Customer Success

• Manage assigned closed-loop Customer Success processes.
• Follow up directly with customers when feedback, surveys, escalations, or other indicators identify an unresolved issue or poor experience.
• Review the customer’s experience to determine what occurred and what action is needed.
• Coordinate corrective action with the appropriate internal teams.
• Communicate outcomes and next steps clearly to customers.
• Document customer feedback, findings, actions taken, and final resolution.
• Surface recurring customer pain points and process gaps to Customer Success leadership.

Regulatory and Formal Complaints

• Own the research and coordination required for Attorney General (AG), Federal Communications Commission (FCC), executive, and other formal customer complaints.
• Review customer records and available interaction history to develop an accurate understanding of the complaint.
• Build clear case timelines when necessary.
• Partner with leadership and appropriate departments to gather information and determine the appropriate resolution.
• Prepare factual and professional information needed to support formal complaint responses.
• Track deadlines and ensure complaints are addressed within established internal or regulatory timelines.
• Maintain complete documentation of complaint activity, customer communication, actions taken, and final resolution.
• Escalate potential compliance, legal, reputational, or customer-impact risks to the appropriate leadership team.

Cross-Functional Resolution

• Partner with Customer Service, Technical Support, Dispatch, Service Delivery, Billing, Collections, Field Operations, Sales, and other teams to resolve customer concerns.
• Coordinate cases involving multiple departments so customers do not have to navigate internal ownership themselves.
• Track commitments made by other teams and follow up until required actions are completed.
• Maintain ownership of the overall customer outcome even when another department owns an individual action.
• Escalate internal blockers when they affect the customer experience, regulatory deadlines, or expected resolution timeline.

Case Management and Documentation

• Maintain accurate and timely case notes.
• Document research, customer communication, internal coordination, actions taken, and resolution details.
• Ensure each active case has a clear next step, owner, and expected completion date.
• Prioritize cases based on urgency, customer impact, aging, and regulatory or leadership requirements.
• Follow established escalation and case-management procedures.
• Close cases only after required actions are completed and the outcome has been appropriately communicated or verified.
• Maintain documentation that allows another team member or leader to quickly understand the history and current status of a case.

Customer Advocacy and Process Improvement

• Represent the customer’s perspective when coordinating complex issues internally.
• Identify patterns and recurring issues across escalations and complaints.
• Surface process, policy, communication, system, or training gaps contributing to customer issues.
• Provide case examples and supporting information to Customer Success leadership for root-cause analysis.
• Recommend opportunities to reduce repeat contacts, escalations, and customer effort.
• Support special Customer Success initiatives, customer recovery efforts, and high-priority customer situations as assigned.

Role Scope

The Customer Success Advocate is a Tier 2 resolution role rather than an inbound customer service role.

The position:

• Does not take routine inbound customer service calls.
• Does not serve as regular overflow for the inbound CSR queue.
• Does not simply transfer escalated cases to another department.
• Does not close a case solely because another department has been notified.
• Does proactively contact customers when direct communication is required to investigate, update, resolve, or close a case.
• Does maintain responsibility for coordinating the overall customer outcome.

The primary expectation is ownership and resolution, not inbound transaction volume.

Required Qualifications

• Previous experience in customer service, customer success, customer advocacy, telecommunications support, or a related customer-facing role.
• Demonstrated ability to research and resolve complex customer issues.
• Strong written and verbal communication skills.
• Strong organizational and case-management skills.
• Ability to manage multiple open cases and competing priorities.
• Strong attention to detail and documentation skills.
• Ability to communicate professionally with customers experiencing recurring, complex, or high-impact issues.
• Ability to coordinate effectively across multiple departments.
• Ability to work independently and maintain ownership of assigned responsibilities.
• Sound judgment regarding issue severity, urgency, risk, and when leadership involvement is required.

Preferred Qualifications

• Experience in a Tier 2, escalation, retention, complaint-resolution, or customer advocacy role.
• Telecommunications, internet service provider, broadband, or utility experience.
• Experience handling executive-level or regulatory customer complaints.
• Experience researching complex customer issues using account, billing, service, order, and interaction history.
• Experience conducting root-cause analysis or identifying recurring customer-impacting issues.

Core Competencies

Case Ownership: Takes responsibility for assigned cases and follows them through resolution rather than relying on handoffs.

Customer Advocacy: Represents the customer’s needs while balancing company policies, operational requirements, and available solutions.

Problem Solving: Looks beyond the immediate customer concern to understand contributing factors and determine an appropriate path to resolution.

Follow-Through: Tracks commitments, next steps, and dependencies until required actions are completed.

Communication: Communicates complex situations clearly and professionally with customers, leaders, and internal partners.

Written Documentation: Produces clear, factual, and complete case notes, timelines, summaries, and complaint documentation.

Judgment: Recognizes urgency, customer impact, risk, and when additional leadership involvement is appropriate.

Cross-Functional Coordination: Works effectively across departments while maintaining ownership of the overall customer outcome.

De-escalation: Handles frustrated or dissatisfied customers professionally while keeping interactions focused on resolution.

Prioritization: Balances regulatory deadlines, executive escalations, customer impact, case aging, and routine workload appropriately.

Measures of Success

Because this is a non-inbound Tier 2 role, performance should focus on resolution, case ownership, quality, and timeliness rather than traditional inbound call-center productivity measures.

• Escalation resolution time
• Percentage of cases resolved within established SLA
• Closed-loop completion rate
• Aging of open cases
• Regulatory complaint response timeliness
• Customer follow-up completion rate
• Documentation accuracy and completeness
• Case reopen or repeat escalation rate
• Resolution confirmation rate
• Quality of complaint and escalation responses
• Identification of recurring customer-impacting issues
• Adherence to case-management and escalation processes

Traditional measures such as inbound calls handled per hour or inbound average handle time should not serve as primary performance measures for this position.

Work Schedule

• This is a full-time position with a variable work schedule based on business and operational needs.
• The position requires flexibility to work early mornings, evenings, weekends, holidays, and other non-standard hours as business and operational needs require.
• On-call participation is required as part of a rotating on-call schedule.