Escalation Support Specialist, Tier 2

🔥 2 hours ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

📣 Marketing

💼 Consulting

Logistics • Marketing • Consulting

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• 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 reputation-sensitive concerns • Provide guidance to Escalation Tier I Representatives and Team Leads on complex cases, policies, and exception requests • Review and respond to designated public reviews on Trustpilot and the Better Business Bureau • Collaborate with internal teams and cross-functional partners when additional review or approval is needed • Document interactions and decisions clearly • 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 • Available to work Wednesday to Sunday, 12:00 PM to 8:00 PM EST • Weekend coverage occasionally rotates with other Escalation Tier II team members

🏖️ Benefits

• Fully remote work from home • Opportunities for growth • In-person team gatherings when possible • Remote team support culture and processes