Customer Success Specialist

Job Summary

Serving as the primary Tier 2 escalation point for complex customer issues, the full-time remote Customer Success Specialist II will manage escalated cases from intake through resolution, coordinate across teams, and enhance customer experience through effective communication and documentation.

Key Responsibilities

• Serve as the primary Tier 2 escalation point for customer issues that exceed the scope of Tier 1 teams
• Own escalated cases from intake through resolution, including investigation and follow-up communication
• Mediate disputes between customers and agents, collaborating with the Network Management team

Required Qualifications

• 2+ years in customer support, customer success, or customer service
• Direct experience handling escalations or complex cases requiring multiple touchpoints
• Experience in an omnichannel service environment (phone, text, email, chat)
• Familiarity with CRM platforms and contact center software
• Ability to analyze and synthesize large amounts of information to reach resolutions