Escalation Support Specialist

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.

• 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.

• 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.

• 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.