Customer Escalation Specialist

Peak Support

Advanced customer support professional resolving complex customer issues and mentoring agents at Peak Support. Driving continuous improvements and collaborating across teams to enhance customer experience.

Posted 7/14/2026full-timeCharlotte • North Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in advanced customer support practices, including escalation management and cross-functional collaboration. Proven ability to resolve complex customer issues while maintaining a strong customer-first mindset and operational efficiency.

Highest-signal resume keywords

Customer Support ExperienceEscalation ManagementCross-Functional CollaborationCoaching and MentoringCRM Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced TroubleshootingPolicy InterpretationAnalytical SkillsProblem-Solving SkillsDocumentation Skills

Soft Skills

Excellent Communication SkillsCustomer-First MindsetCritical ThinkingGrowth MindsetCollaborative Approach

Tools & Technologies

CRM PlatformsTicketing SystemsMicrosoft Office Applications

Industry Keywords

Customer ExperienceContact Center EnvironmentVoice of the CustomerOperational Efficiency

About the role

Key responsibilities & impact

Resolve complex and escalated customer cases requiring advanced troubleshooting, policy interpretation, and cross-functional collaboration.
Investigate root causes across systems, workflows, and customer journeys to identify sustainable solutions.
Take end-to-end ownership of customer cases through successful resolution.
Serve as the primary escalation point for Tier 1 Customer Support Agents.
Provide real-time coaching and guidance to frontline support agents handling challenging customer interactions.
Partner with Product, Engineering, Aftersales, Operations, Quality, and Training teams to resolve systemic customer issues.
Identify recurring customer issues and recommend scalable solutions to improve customer satisfaction and operational efficiency.
Champion the Voice of the Customer across internal teams.

Requirements

What you’ll need

Minimum 3 years of experience in Customer Support or Customer Experience within a high-growth, fast-paced, or complex contact center environment.
Demonstrated experience resolving technically and emotionally complex customer issues.
Strong understanding of escalation management and advanced customer support practices.
Excellent verbal and written communication skills with the ability to explain technical concepts clearly to customers.
Strong analytical, critical thinking, and problem-solving skills.
Experience collaborating with cross-functional teams including Product, Engineering, Operations, Quality, and Training.
Experience mentoring, coaching, or onboarding frontline support agents.
Proficiency with CRM platforms, ticketing systems, and Microsoft Office applications.
Ability to document customer issues and resolutions accurately and concisely.
Strong customer-first mindset with the judgment to balance customer satisfaction and business priorities.
Ability to thrive in a fast-paced, evolving environment with a growth mindset and collaborative approach.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Paid time off
Flexible work arrangements