Escalation Support Specialist Tier 2 | Canada

About the role

We are seeking an experienced and emotionally intelligent Escalation Tier II Support Specialist to manage complex, sensitive, and high-risk member cases via phone and email. This role serves as a higher-level escalation point and requires excellent verbal and written communication, sound judgment, and the ability to navigate nuanced, emotionally charged conversations in real time. The ideal candidate is calm, decisive, and empathetic, with confidence handling live phone conversations and strong professional email communication skills. They will support Escalation Tier I Representatives and Team Leads, collaborate with internal partners to resolve challenging cases, and be comfortable navigating situations that may involve legal, medical, financial, political, or reputational considerations.

Responsibilities

• Handle complex, sensitive, and high-risk member cases via phone and email.
• De-escalate emotionally charged situations with empathy, professionalism, and sound judgment.
• Investigate and resolve member disputes, payment-related escalations, critical incidents, and other reputation-sensitive concerns.
• Provide timely guidance to Escalation Tier I Representatives and Team Leads on complex cases, policies, and exception requests.
• Review and respond to designated public reviews, including feedback on Trustpilot and the Better Business Bureau (BBB).
• Collaborate with internal teams and cross-functional partners when additional review or approval is needed.
• Document interactions and decisions clearly and flag recurring trends or operational concerns internally.
• Support other high-priority member inquiries or business needs as required.

Requirements

• Experience in Tier II or escalation-level member support, trust and safety, risk management, or a similar role.
• Excellent verbal and written communication skills, including a calm and confident phone presence.
• Strong judgment, discretion, and problem-solving skills when handling sensitive or confidential matters.
• Ability to de-escalate emotionally charged situations while remaining empathetic and professional.
• Strong investigation, documentation, and organizational skills.
• Experience with e-commerce, payment disputes, public reviews, or reputation management is an asset.
• Comfort working independently and collaboratively in a remote environment.
• Based in Canada and available to work Wednesday to Sunday, 12:00 PM to 8:00 PM EST, with weekend coverage occasionally rotating with other Escalation Tier II team members to allow for periodic weekends off.