Escalation Support Specialist

Job Summary

A company is looking for an Escalation Tier 2 Support Specialist to manage high-risk, complex, and sensitive member cases.

Key Responsibilities

• Handle escalated member cases via phone and email channels
• Conduct live phone conversations for sensitive or high-impact situations requiring real-time resolution
• Document all phone and email interactions thoroughly and accurately

Required Qualifications

• Experience in Tier 2 or escalation-level member support, trust & safety, or risk-related roles
• Strong phone presence with the ability to communicate calmly during sensitive calls
• Sound judgment and discretion when handling sensitive or confidential matters
• Comfortable working independently in a remote environment
• Availability to work Wednesday through Sunday, 12pm-8pm EST