Escalation Support Specialist, Tier 2

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage intricate, sensitive, and high-stakes member cases through both phone and email communication.

• Calmly de-escalate emotionally charged situations with empathy, professionalism, and sound decision-making.

• Investigate and resolve member disputes, payment-related escalations, critical incidents, and issues concerning reputation.

• Offer guidance to Escalation Tier I Representatives and Team Leads regarding complex cases, policies, and exception requests.

• Review and respond to public reviews on Trustpilot and the Better Business Bureau as assigned.

• Collaborate with internal teams and cross-functional partners when further review or approval is necessary.

• Clearly document interactions and decisions made.

• Identify and flag recurring trends or operational issues within the organization.

• Assist with other high-priority member inquiries or business needs as necessary.

⛳️ Requirements

• Proven experience in Tier II or escalation-level member support, trust and safety, risk management, or a comparable role.

• Exceptional verbal and written communication abilities, including a composed and confident presence on the phone.

• Strong judgment, discretion, and problem-solving capabilities when addressing sensitive or confidential issues.

• Ability to de-escalate emotionally charged situations while maintaining empathy and professionalism.

• Proficient in investigation, documentation, and organizational skills.

• Experience with e-commerce, payment disputes, public reviews, or reputation management is advantageous.

• Comfortable working both independently and collaboratively in a remote setting.

• Must be based in Canada.

• Availability to work from Wednesday to Sunday, 12:00 PM to 8:00 PM EST.

• Weekend coverage may occasionally rotate among other Escalation Tier II team members.

🏝️ Benefits

• Fully remote work from home.

• Opportunities for professional growth.

• A well-established organization with an exceptional team.

• Occasional in-person team gatherings.

• A remote culture and processes that support team members.