Resolve complex and escalated customer cases requiring advanced troubleshooting, policy interpretation, and cross-functional collaboration
Investigate root causes across systems, workflows, and customer journeys to identify sustainable solutions
Take end-to-end ownership of customer cases through successful resolution
Balance customer advocacy with company policies and operational requirements while exercising sound judgment
Maintain proactive communication and timely follow-up throughout the resolution process
Serve as the primary escalation point for Tier 1 Customer Support Agents
Evaluate case complexity, urgency, and business impact to prioritize work effectively
Provide real-time coaching and guidance to frontline support agents handling challenging customer interactions

Minimum 3 years of experience in Customer Support or Customer Experience
Demonstrated experience resolving technically and emotionally complex customer issues
Strong understanding of escalation management and advanced customer support practices
Excellent verbal and written communication skills with the ability to explain technical concepts clearly to customers
Strong analytical, critical thinking, and problem-solving skills
Experience collaborating with cross-functional teams including Product, Engineering, Operations, Quality, and Training
Experience mentoring, coaching, or onboarding frontline support agents
Proficiency with CRM platforms, ticketing systems, and Microsoft Office applications
Strong customer-first mindset with the judgment to balance customer satisfaction and business priorities

Customer Escalation Specialist

Key skills