Escalation Support Specialist

Job Summary

Experienced and emotionally intelligent candidates will find a fully remote opportunity as an Escalation Support Specialist Tier 2, responsible for managing complex member cases via phone and email, de-escalating sensitive situations, and collaborating with internal teams to resolve high-risk issues.

Key Responsibilities

• Handle complex, sensitive, and high-risk member cases via phone and email
• De-escalate emotionally charged situations with empathy and professionalism
• Provide guidance to Escalation Tier I Representatives and Team Leads on complex cases

Required Qualifications

• Experience in Tier II or escalation-level member support, trust and safety, or risk management
• Strong judgment and discretion when handling sensitive matters
• Ability to de-escalate situations while remaining empathetic and professional
• Strong investigation, documentation, and organizational skills
• Comfort working independently and collaboratively in a remote environment