Escalation Support Specialist Tier 2

Triwill Group; Canada; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Remote work

Mentorship

Job summary

Triwill Group is seeking a Senior Escalation Support Specialist Tier 2 based in Canada to join a fully remote team. You will handle complex, high-risk member cases, performing investigations, dispute resolution, and reputation-sensitive case management.

You will act as a senior escalation point, guiding Tier 1 representatives and team leads, collaborating across departments to resolve issues and identify recurring risks. The role demands empathy, calm under pressure, and strong communication.

Qualifications

• Experience handling senior escalation cases and high-risk inquiries.
• Ability to work effectively in a fully remote environment.
• Excellent communication and judgment during investigations.

Responsibilities

• Handle complex member escalations and high-risk cases.
• Perform investigations and dispute resolution.
• Provide guidance to Tier 1 and team leads on policy interpretation.
• Collaborate across teams to identify risks and process improvements.

Skills

Empathy

Strong communication

Calm under pressure

Problem solving

Cross-functional collaboration

Job description

Description:

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.