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Peak Support

Customer Escalation Specialist

Peak Support

Advanced customer support professional solving complex customer issues through technical troubleshooting. Mentoring Tier 1 agents and collaborating with cross-functional teams.

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 complex problem resolution. Proficient in mentoring and coaching frontline support agents while maintaining a strong customer-first mindset.

Highest-signal resume keywords
Customer Support ExperienceEscalation ManagementAnalytical Problem-SolvingCross-Functional CollaborationCRM Platform Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Advanced TroubleshootingPolicy InterpretationCase Resolution OwnershipComplex Issue ResolutionCustomer Journey Analysis
Soft Skills
Excellent Communication SkillsCritical ThinkingCustomer AdvocacyCoaching and MentoringSound Judgment
Tools & Technologies
CRM PlatformsTicketing SystemsMicrosoft Office Applications
Industry Keywords
Customer ExperienceFrontline SupportOperational RequirementsCustomer Satisfaction

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
  • Balance customer advocacy with company policies and operational requirements while exercising sound judgment
  • Maintain proactive communication and timely follow-up throughout the resolution process
  • Serve as the primary escalation point for Tier 1 Customer Support Agents
  • Evaluate case complexity, urgency, and business impact to prioritize work effectively
  • Provide real-time coaching and guidance to frontline support agents handling challenging customer interactions

Requirements

What you’ll need
  • Minimum 3 years of experience in Customer Support or Customer Experience
  • 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
  • Strong customer-first mindset with the judgment to balance customer satisfaction and business priorities

Benefits

Comp & perks
  • Peak Support offers all the convenience of working from home
  • Health insurance
  • Professional development opportunities
  • Creating a positive, encouraging culture