Escalation Support Specialist Tier 2

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Escalation Support Specialist Tier 2 based in Canada.

This is a fully remote opportunity focused on resolving complex, sensitive, and high-risk member cases.

You will serve as a senior escalation point, using empathy, judgment, and strong communication to navigate challenging situations.

The role combines phone and email support with investigation, dispute resolution, and reputation-sensitive case management.

You will also guide Tier 1 representatives and team leads when cases require deeper expertise or policy interpretation.

Success requires staying calm under pressure while making thoughtful, timely decisions.

You will collaborate across teams to resolve issues effectively and identify recurring risks or operational improvements.

This role is well suited to an experienced support professional who thrives in a high-trust, remote environment.

Accountabilities

• Handle complex, sensitive, and high-risk member cases through phone and email, ensuring timely and professional resolution.
• De-escalate emotionally charged interactions using empathy, composure, sound judgment, and effective communication.
• Investigate and resolve member disputes, payment-related escalations, critical incidents, and reputation-sensitive concerns.
• Provide guidance to Tier 1 escalation representatives and team leads on complex cases, policies, and exception requests.
• Review and respond to designated public reviews and customer feedback on platforms such as Trustpilot and the Better Business Bureau.
• Collaborate with internal and cross-functional teams when additional investigation, approval, or specialized expertise is required.
• Maintain clear, accurate documentation of member interactions, decisions, investigations, and outcomes.
• Identify recurring trends, risks, and operational concerns and communicate relevant findings internally.
• Support other high-priority member inquiries and business needs as required.

Requirements

• Previous experience in Tier II support, escalation management, trust and safety, risk management, or a comparable customer/member support role.
• Excellent verbal and written communication skills, including a calm, confident, and professional phone presence.
• Strong judgment, discretion, and problem-solving abilities when handling sensitive, confidential, or high-risk situations.
• Demonstrated ability to de-escalate difficult conversations while maintaining empathy and professionalism.
• Strong investigative, documentation, organizational, and case-management skills.
• Experience with e-commerce, payment disputes, public reviews, reputation management, or related areas is an advantage.
• Ability to work independently while collaborating effectively with distributed and cross-functional teams.
• Comfortable operating in a fully remote environment with a high degree of accountability and ownership.
• Must be based in Canada and available to work Wednesday to Sunday, 12:00 PM-8:00 PM EST, with occasional rotating weekend coverage to allow periodic weekends off.

Benefits

• Fully remote work arrangement.
• Established remote-first working environment with processes designed to support distributed team members.
• Opportunity to work on complex and meaningful member cases with significant operational and reputational impact.
• Supportive, collaborative environment with opportunities to work closely with internal teams and experienced escalation professionals.
• Opportunities for professional growth and development within an established organization.
• Exposure to risk management, trust and safety, dispute resolution, and advanced customer support practices.