Escalation Support Specialist, Tier 2

🕒 September 4

🇨🇦 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

📦 Logistics

📣 Marketing

🏥 Healthcare

Logistics • Marketing • Healthcare

Peak Support is a boutique Business Process Outsourcing (BPO) company, providing scalable solutions for customer service, technical support, sales, marketing, and back-office operations. With a presence in the Philippines, United States, Colombia, and Eastern Europe, they support fast-growing and innovative brands across multiple industries such as eCommerce, financial services, gaming, healthcare, and technology. Peak Support is dedicated to delivering exceptional quality and personalized attention by maintaining a highly skilled workforce and fostering a strong company culture. Their mission is to empower teams to innovate and exceed client expectations while ensuring data security and operational efficiency.

📋 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 • Established organization and exceptional team • Occasional in-person team gatherings • Remote culture and processes supporting team members