Escalation Tier 2 Support Specialist | United States

Job description

Description 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 pote...