Escalation Support Specialist, Tier 2

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

📋 Description

• Manage intricate, sensitive, and high-risk member cases through both phone and email communications.

• De-escalate emotionally charged situations with empathy, professionalism, and sound judgment.

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

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

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

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

• Document interactions and decisions with clarity.

• Identify and report recurring trends or operational concerns internally.

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

⛳️ 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 skills, including a calm and confident phone demeanor.

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

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

• Proficient in investigation, documentation, and organizational tasks.

• 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 located in Canada.

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

• Weekend coverage will occasionally rotate with other members of the Escalation Tier II team.

🏝️ Benefits

• Fully remote work from the comfort of home.

• Opportunities for professional growth.

• In-person team gatherings when feasible.

• Supportive remote team culture and processes.