Escalation Support Specialist Tier 2

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Escalation Support Specialist Tier 2 based in Canada.

This is a fully remote opportunity focused on resolving complex, sensitive, and high-risk member cases.
You will serve as a senior escalation point, using empathy, judgment, and strong communication to navigate challenging situations.
The role combines phone and email support with investigation, dispute resolution, and reputation-sensitive case management.
You will also guide Tier 1 representatives and team leads when cases require deeper expertise or policy interpretation.
Success requires staying calm under pressure while making thoughtful, timely decisions.
You will collaborate across teams to resolve issues effectively and identify recurring risks or operational improvements.
This role is well suited to an experienced support professional who thrives in a high-trust, remote environment.