Escalation Support Specialist
About the role
GoHiya is seeking an Escalation Support Specialist for hands-on work centered on customer resolution and the day-to-day demands of inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The role focuses on escalation support specialized execution within contact center operations to surface incomplete information before it becomes downstream rework.
The practical outcome is dependable customer resolution: clean records, explicit ownership, timely escalation, and fewer downstream fixes. Success is measured through escalation support specialized execution within contact center operations.
Responsibilities
- Review available case history before responding to help the team maintain the Escalation Support Specialist workflow.
- Resolve routine issues within approved authority as part of escalation support specialized execution.
- Document commitments and next actions to track the Escalation Support Specialist workflow.
- Escalate complex cases with enough context for the next owner to ensure continuity.
- Handle assigned customer or client requests to coordinate the Escalation Support Specialist workflow.
Success Profile
- Use Customer Service and Issue Resolution confidently in escalation support specialized execution.
- Apply Escalation Support Specialized Execution without losing track of exceptions, owners, or deadlines.
- Document Complaint Handling decisions clearly so another teammate can follow the reasoning.
- Use sound judgment around Documentation, especially when escalation is required instead of assumption.
Role Snapshot
Full-time, associate-level position. 100% remote within the United States.
Pay
Base salary: $40,000–$60,000 per year.