Support Specialist

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

📋 Description

• Deliver direct assistance to customers and drivers whose concerns have been escalated to the Tier 3 support team.

• Manage VIP, high-profile, and executive escalations with the necessary urgency, judgment, discretion, and communication skills.

• Aid in customer retention initiatives following critical incidents.

• Examine and resolve intricate, sensitive, high-risk, or high-value inquiries across various support types.

• Assume complete ownership of assigned issues, which includes investigation, communication, cross-functional collaboration, documentation, and follow-up.

• Utilize judgment when existing policies or procedures do not clearly resolve a situation.

• Ensure that resolutions are consistent with company policies, customer experience standards, and business requirements.

• Escalate matters that require leadership, Legal, Compliance, or Safety review.

• Offer resolution guidance and specialized knowledge to supervisors/managers of the outsourced support team.

• Identify recurring escalations, process challenges, system limitations, and inconsistent policy interpretations.

• Suggest enhancements that minimize repeat contacts, unnecessary escalations, and customer effort.

• Undertake additional responsibilities as dictated by changing business and operational needs.

⛳️ Requirements

• Bachelor's degree or equivalent experience is required.

• A minimum of 2 years of experience in a Tier 3 position addressing complex or escalated issues in a customer support or similar service setting.

• Proficient investigation, problem-solving, judgment, and decision-making capabilities.

• Excellent written and verbal communication skills.

• Professional fluency in both spoken and written English and Spanish is highly preferred.

• Ability to interpret and apply policies, recognizing situations that necessitate further escalation.

• Capability to manage individual workloads and effectively collaborate with internal teams.

🏝️ Benefits

• Medical/Dental/Vision Insurance (available for full-time employees).

• 401(k) Retirement Savings Plan.

• 25% employee discount & FAM Membership.

• Vacation and Sick Time for eligible employees.

• EAP through AllOne Health (formerly Carebridge).