This is a senior support role. Tier 2 Specialists handle escalated cases that require independent judgment, including billing exceptions, delivery issues, and de-escalation of upset customers. Specialists are expected to work within a defined playbook rather than routing every non-standard case elsewhere. The goal is for most escalated cases to be resolved at the Tier 2 level, with management involved only when a true exception requires further escalation.

Primary Support Channels

  • Chat
  • Email
  • Support Tickets

Key Responsibilities

  • Independently resolve escalated support cases within defined authority limits.
  • Review account information, transaction history, and prior interactions before resolving a case. Ask follow-up questions when information is incomplete or unclear.
  • Handle multiple concerns within a single customer interaction while maintaining accuracy and attention to detail.
  • De-escalate and manage frustrated or upset customers before a case becomes a formal complaint.
  • Communicate clearly and professionally in writing, set realistic expectations, and avoid providing unverified information or commitments.
  • Operate within the team’s support playbook and escalation guidelines, while helping improve them by identifying and flagging recurring patterns.
  • Work rotating shifts as part of a 24/7 coverage schedule and coordinate effective handoffs with Tier 1 and the internal team.

Case Documentation & Compliance

  • Maintain accurate and complete case notes covering the customer’s concern, investigation, actions taken, and final resolution or escalation.
  • Follow the client’s privacy, security, and confidentiality requirements, including applicable HIPAA obligations when handling customer health information.

Requirements

  • 3–4+ years of experience in customer support, preferably in email, chat, or ticket-based support, ideally including escalations or complex-case handling.
  • Excellent written and spoken English.
  • Strong independent judgment, critical thinking, and problem-solving skills, with the ability to make sound decisions and demonstrate strong common sense.
  • Comfortable taking ownership and responsibility for sensitive customer interactions and system access.
  • Experience using CRM or ticketing platforms such as Zendesk, Kustomer, Front, Gorgias, Freshdesk, Salesforce, Intercom, or similar systems.
  • Ability to work rotating 8-hour shifts, including nights and weekends, as part of a 24/7 coverage schedule.

Preferred / Nice to Have

  • Experience in healthcare, telehealth, subscription/e-commerce, SaaS, fintech/insurance, or other regulated or process-sensitive support environments.

Work Arrangement

  • Location: On-site
  • Coverage: 24/7
  • Schedule: Three 8-hour shifts per day
  • Shift Rotation: Agents rotate shifts on a weekly basis