Escalation Support Specialist

About the role

The Escalation Support Specialist at Biz Voice Boost Inc. focuses on improving customer resolution while supporting customer communication, contact-center support, outreach, quality, workforce, communications, and service operations. This role specializes in escalation support execution within contact-center service support, ensuring visibility of owners, evidence, and next actions.

What helps you succeed

• Use Account Review and Escalation Support Specialized Execution confidently when carrying out tasks.
• Apply the Escalation Support Specialist Workflow without losing track of exceptions, owners, or deadlines.
• Document Customer Support decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Escalation Management, especially when escalation is required instead of assumption.

Responsibilities

• Coordinate the Escalation Support Specialist workflow by helping the team handle assigned customer or client requests.
• Review the Escalation Support Specialist workflow by helping the team examine available case history before responding.
• Maintain the Escalation Support Specialist workflow by helping the team resolve routine issues within approved authority.
• Track the Escalation Support Specialist workflow by helping the team document commitments and next actions.
• Own the Escalation Support Specialist workflow by helping the team escalate complex cases with enough context for the next owner.

What good work looks like

The practical outcome is dependable customer resolution: clean records, explicit ownership, timely escalation, and fewer downstream fixes. Success is measured through effective escalation support execution within contact-center service support.

Pay

Base salary: $44,000–$66,000 per year.

Schedule

Full-time, 100% remote within the United States.