Email and Chat Support Tier 2 (Escalations) for Healthcare

Reliasourcing Inc.; Pasay; On-site; PHP 558,000 - 781,000; Full time

Job summary

Motivated is hiring Tier 2 Support Specialists to join our customer support team in a senior escalation role. You will handle escalated cases requiring independent judgment, with a focus on resolving issues at Tier 2 while following defined playbooks.

Responsibilities include reviewing account histories, handling multiple concerns, de-escalating customers, and coordinating handoffs with Tier 1 and internal teams.

Qualifications

• 3-4 years in customer support, escalations or complex-case handling.
• Healthcare account exposure or experience with escalations preferred.
• Ability to work rotating 8-hour shifts in a 24/7 environment.

Responsibilities

• Resolve escalated support cases independently.
• Review account history and transaction details.
• Handle multiple customer concerns accurately.
• De-escalate frustrated or upset customers.
• Communicate clearly and set proper expectations.
• Follow support and escalation procedures.
• Identify recurring issues and suggest improvements.
• Work rotating shifts in a 24/7 support environment.
• Coordinate case handoffs with Tier 1 and internal teams.
• Maintain accurate, complete case notes covering the concern, investigation, actions taken, and resolution or escalation.
• Follow privacy, security, and confidentiality requirements, including HIPAA obligations when handling customer health information.

Skills

English proficiency

Problem solving

Communication

Decision making

Tools

Zendesk

Kustomer

Front

Gorgias

Freshdesk

Salesforce

Intercom

Job description

Motivated is hiring Tier 2 Support Specialists or Escalations to join our customer support team. This is a senior support role: Tier 2 specialists handle escalated cases that require independent judgment, billing exceptions, delivery issues, and de-escalating upset customers, working within a defined playbook rather than routing every non-standard case elsewhere. The goal is for most escalations to be resolved at this level, with management involved only for true exceptions.

Primary Support Channels

• Chat

Key Responsibilities

• Resolve escalated support cases independently.
• Review account history and transaction details.
• Handle multiple customer concerns accurately.
• De-escalate frustrated or upset customers.
• Communicate clearly and set proper expectations.
• Follow support and escalation procedures.
• Identify recurring issues and suggest improvements.
• Work rotating shifts in a 24/7 support environment.
• Coordinate case handoffs with Tier 1 and internal teams.

Case Documentation & Compliance

• Maintain accurate, complete case notes covering the concern, investigation, actions taken, and resolution or escalation.
• Follow Motivated's privacy, security, and confidentiality requirements, including applicable HIPAA obligations when handling customer health information.

Requirements

• Handled Healthcare Account or worked with Escalations or Tier 2
• At least 3-4 years of experience in customer support, preferably in email, chat, or ticket-based support, ideally including escalations or complex-case handling.
• Experience working as Tier 2 or Escalation team.
• Excellent written and spoken English.
• Strong independent judgment, critical thinking, and problem-solving skills, comfortable making decisions, Strong common sense.
• Comfortable taking ownership and responsibility for sensitive customer interactions and system access.
• Experience using CRM or ticketing platforms such as Zendesk, Kustomer, Front, Gorgias, Freshdesk, Salesforce, Intercom, or similar systems.
• Able to work rotating 8-hour shifts, including nights and weekends, as part of 24/7 coverage.

Preferred / Nice to Have

• Experience in healthcare, telehealth, subscription/e-commerce, SaaS, fintech/insurance, or other regulated/process-sensitive support environments.

Work Arrangement

• Coverage: 24/7, via three 8-hour shifts per day; agents rotate shifts on a weekly basis.