FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Escalation Tier 2 Support Specialist
Peak Support. Manage high-risk, complex, and sensitive member cases via phone and email channels .
About the role
Key responsibilities & impact- Manage high-risk, complex, and sensitive member cases via phone and email channels
- Serve as a second-level escalation point
- Handle escalated member cases via phone and email channels
- Conduct live phone conversations for sensitive or high-impact situations requiring real-time resolution
- Respond to member emails involving complex, sensitive, or high-risk issues
- Manage cases involving suspicious or inappropriate carrier or driver behavior
- Respond to inquiries from industry experts, including physicians, nutritionists, and food safety professionals
- Address legal-related communications, including BBB complaints, bank disputes, threatening reviews, and potential legal actions
- Respond to politically sensitive, religious, or international affairs-relates questions in alignment with company policies
- Investigate and respond to spoofed or phishing emails impersonating the brand
- Manage member cases involving hospitalization or medical bill reimbursement requests
- Document all phone and email interactions thoroughly and accurately
- Collaborate with internal teams to resolve complex issues efficiently
Requirements
What you’ll need- Experience in Tier 2 or escalation-level member support, trust & safety, or risk-related roles
- Strong phone presence with the ability to communicate calmly and clearly during sensitive calls
- Excellent written communication skills for professional email correspondence
- Sound judgment and discretion when handling sensitive or confidential matters
- Ability to remain composed and empathetic under pressure
- Strong documentation and organizational skills
- Comfortable working independently in a remote environment
- Availability to work Wednesday through Sunday, 12pm–8pm EST
Benefits
Comp & perks- Exceptional service to our clients
- Positive, encouraging and performance-driven culture
- Opportunities for growth
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
case managementescalation supportrisk assessmentdocumentationemail correspondencephone communication
Soft Skills
calm communicationempathyjudgmentdiscretionorganizational skillscomposure under pressure