Escalation Tier 2 – Member Support | US

About the Role

We are seeking an experienced and emotionally intelligent Escalation Tier 2 Support Specialist to manage high-risk, complex, and sensitive member cases via phone and email channels. This role serves as a second-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 confident in handling live phone conversations, skilled in professional email communication, and comfortable addressing matters that may involve legal, medical, political, or reputational considerations.

Key Responsibilities

• Handle escalated member cases via phone and email channels
• Conduct live phone conversations for sensitive or high-impact situations requiring real-time resolution
• Respond to member emails involving complex, sensitive, or high-risk issues
• Manage cases involving suspicious or inappropriate carrier or driver behavior
• Respond to inquiries from industry experts, including physicians, nutritionists, and food safety professionals
• Address legal-related communications, including BBB complaints, bank disputes, threatening reviews, and potential legal actions
• Respond to politically sensitive, religious, or international affairs–related questions in alignment with company policies
• Investigate and respond to spoofed or phishing emails impersonating the brand
• Manage member cases involving hospitalization or medical bill reimbursement requests
• De-escalate emotionally charged situations with empathy and professionalism
• Document all phone and email interactions thoroughly and accurately
• Collaborate with internal teams to resolve complex issues efficiently

Requirements

What We’re Looking For:

• Experience in Tier 2 or escalation-level member support, trust & safety, or risk-related roles
• Strong phone presence with the ability to communicate calmly and clearly during sensitive calls
• Excellent written communication skills for professional email correspondence
• Sound judgment and discretion when handling sensitive or confidential matters
• Ability to remain composed and empathetic under pressure
• Strong documentation and organizational skills
• Comfortable working independently in a remote environment
• Availability to work Wednesday through Sunday, 12pm–8pm EST

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.