Customer Service Specialist

Job Summary

Serving as the primary escalation point for complex customer service issues, the full-time Customer Service Specialist Tier 2 will resolve advanced order, payment, refund, and return-related concerns while collaborating with Tier 1 agents and Team Leads in a conditional remote setting.

Key responsibilities

• Handle advanced customer and order issues escalated from Tier 1 CX/Sales Support agents
• Review and approve or deny out-of-policy RMA, refund, and credit requests
• Document escalated interactions and contribute to process improvements and knowledge base content

Required qualifications

• 2-4 years of experience in customer service, sales support, or order management with a focus on escalations
• Proven ability to resolve complex issues related to orders, payments, and refunds
• Experience with CRM platforms, particularly Salesforce; familiarity with ERP systems is a plus
• Strong understanding of order lifecycle management and related policies
• Demonstrated ability to mentor and guide frontline agents is preferred