CX Operations Customer Advocacy & Escalation Specialist

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

ROLE

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

About CX:

The CX team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company.  We put customers first.  With the customer’s experience in mind, we strive to exceed expectations and accelerate continuous improvement leveraging a LEAN approach.  We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations.

The Team and Role:

You will be part of the Delivery and Operations CX pillar. We are responsible for ensuring amazing post sales customer support journeys and advocating for customers by providing field insights to Logitech product groups.

The CX  Customer Advocacy & Escalation Specialist will oversee and resolve our most sensitive customer interactions—ranging from corporate escalations to specialized inquiries nobody else can handle. You'll indirectly oversee teams to ensure success and handle sensitive requests, such as legal and safety requests, and internal issues. Every day, you’ll find opportunities to improve our processes, reduce escalations, and maintain the quality and hygiene of our most critical customer touchpoints.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role you will:

Our Customer Voice and Brazil Escalations

We have teams handling our first level escalations. Your role with Our Customer Voice and Brazil Escalations is to manage and oversee their quality and hygiene. You are also responsible for finding ways to improve these escalations, by either reducing the volume or making them more efficient. You will also share updates with stakeholders.

Internal Corporate Escalations

Internal Corporate Escalations are tickets that get escalated from our call centers. You will handle these inquiries for resolution but to also architect the strategy to reduce the rates and bring efficiency. These inquiries include:

• Approving exceptional refunds

• Handling login ID issues

• Handling data deletion requests

• Handling reseller questions

• Facilitating inquiries with legal implications and safety requests

• Other inquiries related to privacy or compliance 

Key Qualifications:

For consideration, you must bring the following minimum skills and experiences to our team:

• Minimum 2-5 years of relevant experience in customer care, CX, or contact center environments, preferably in escalation management

• Excellent communication skills (written & oral).

• Excellent computer literacy/typing skills.

• Outstanding critical thinking skills and decision making

• Have a high standard for data privacy and discretion, and preservation of the brand image.

• Stellar interpersonal skills with cross-department collaboration aptitude, such as with Legal and Privacy teams.

• Organizational skills (detail-oriented, methodical, able to multitask).

• Coachable, with a positive outlook.

• Proactive and self-motivated high performer with a strong service mindset.

• Must thrive in a fast-paced environment.

• High energy and enthusiasm with the desire to have fun while completing tasks.

• Must have a flexible schedule to accommodate multiple time zones.

• Experience in Zendesk or other Customer Relationship Management platforms.

• Strong verifiable knowledge of customer care processes and techniques.

• Proficiency in Google Workspace and collaboration tools.

• Business analytical tools expertise (e.g., Tableau, PowerBI).

• Experienced AI user, comfortable with adopting and navigating new technologies.

• Strong demonstrated business acumen and tactical business judgment.

• Project Management certification and/or experience.

Preferred Qualifications:

• Empathetic listener and decisive actor—you build trust in every interaction.

• Calm, resourceful, and organized—even in challenging or fast-paced environments.

• Collaborative mindset, welcoming input and sharing best practices across teams.

• Comfortable navigating complex conversations, including those involving sensitive or confidential matters.

• Motivated by continuous improvement—always looking for ways we can delight our customers and deflect unnecessary escalations.

• Proactive communicator: you keep stakeholders informed and invite feedback.

• Respectful challenger—ready to offer bold ideas and question the status quo where needed.

• Portuguese language proficiency (a plus for Brazil escalations).

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.  

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you! 

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible .

#LI-AL1 

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.