Customer Advocacy Specialist

The Customer Advocacy Specialist is a strategic role responsible for managing high-profile external inquiries and customer escalations while driving advocacy initiatives that enhance trust and compliance. This position serves as a critical liaison between the organization and external stakeholders, ensuring timely, accurate, and compliant responses to sensitive issues.

Why join us: Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.

Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.

Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.

Opportunity: A continuous focus on professional development with many opportunities for training & career growth.

Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What you'll do:

- Lead Customer Advocacy Team: Supervise and develop a team that handles complex and sensitive external inquiries, including Attorney General offices, Better Business Bureau (BBB), and media contacts.

- Manage Escalations: Oversee resolution of high-impact customer escalations, ensuring alignment with company policies and regulatory requirements.

- Strategic Advocacy Initiatives: Design and implement programs that strengthen customer trust and promote positive brand reputation.

- Cross-Functional Collaboration: Partner with Legal, Compliance, Operations, and Customer Experience teams to ensure consistent messaging and adherence to regulatory standards.

- Executive-Level Communication: Represent the organization in high-stakes discussions with external agencies and internal leadership, demonstrating strong executive presence.

- Compliance Oversight: Maintain deep understanding of consumer protection laws and industry regulations to guide team actions and mitigate risk.

- Other Duties: Performs other related duties as assigned.

What you bring:

- Bachelor’s degree required; advanced degree preferred.

- 3+ years in customer service, advocacy, or related field.

- Proven experience managing teams and complex escalations.

- Exceptional communication and negotiation skills.

- Strong executive presence and ability to influence senior stakeholders.

- Knowledge of compliance and regulatory frameworks.

- Ability to thrive in a fast-paced, high-pressure environment.

- Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

The expected annual salary range for this role is $50,000 - $65,000 a year.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, candidate’s geographical location, as well as market and business considerations.

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at sppcareers@superiorpluspropane.com to let us know how we can enhance your experience.