Email and Chat Support Tier 2/Escalations (Healthcare)

Reliasourcing Inc.; Pasay; On-site; PHP 300,000 - 520,000; Full time

Job summary

Reliasourcing Inc. is seeking an experienced Customer Support professional to handle escalations across chat, email, and ticketing channels. You will review histories, resolve complex cases, and coordinate with Tier 1 and internal teams to ensure quality resolutions.

Fluency in English, strong problem-solving skills, and comfort with rotating 8-hour shifts, including nights and weekends, are essential for success in a 24/7 environment.

Qualifications

• At least 3–4 years of experience in customer support, preferably including escalations or complex-case handling.
• Experience working in Tier 2 or Escalation teams.
• Excellent written and spoken English.
• Strong independent judgment, critical thinking, and problem-solving skills.
• Comfortable taking ownership of sensitive customer interactions and system access.
• Experience using CRM or ticketing platforms (Zendesk, Kustomer, Front, Gorgias, Freshdesk, Salesforce, Intercom or similar).
• Able to work rotating 8-hour shifts, including nights and weekends, as part of 24/7 coverage.

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.
• Coordinate case handoffs with Tier 1 and internal teams.

Skills

Customer support

Escalations

Email/Chat/Ticketing

CRM systems

Problem solving

English proficiency

Tools

Zendesk

Kustomer

Front

Gorgias

Freshdesk

Salesforce

Intercom

Job description

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

• 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.