Senior Email & Chat Escalations Specialist

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 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.