Senior Escalation Specialist (Tier II) - Remote

Peak Support Global Enterprise; Philippines; On-site; PHP 300,000 - 520,000; Full time

Benefits offered by this job

Remote work

Growth opportunities

Job summary

Peak Support Global Enterprise is seeking an experienced Escalation Tier II Support Specialist to manage complex, sensitive, and high-risk member cases via phone and email. This role acts as a senior escalation point and requires excellent verbal and written communication, sound judgment, and the ability to navigate emotionally charged conversations in real time.

You will support Escalation Tier I Representatives and Team Leads, collaborate with internal partners to resolve challenging cases,

Qualifications

• Experience in Tier II or escalation-level member support or similar roles.
• Excellent verbal and written communication skills.
• Ability to de-escalate emotionally charged situations with empathy and professionalism.
• Strong investigation, documentation, and organizational skills.
• Experience with trust and safety, risk management, or reputation management is a plus.

Responsibilities

• Handle complex, sensitive, and high-risk member cases via phone and email.
• De-escalate emotionally charged situations with empathy and sound judgment.
• Investigate and resolve disputes, payment escalations, incidents, and reputation concerns.
• Provide guidance to Tier I Representatives and Team Leads on complex cases and policies.
• Review public reviews (Trustpilot, BBB) and coordinate with internal teams as needed.
• Document interactions and flag recurring trends or operational concerns.

Skills

Escalation support

Verbal communication

Written communication

Empathy

Discretion

Investigation

Remote work

Job description

Peak Support Global Enterprise is seeking an experienced Escalation Tier II Support Specialist to manage complex, sensitive, and high-risk member cases via phone and email. This role acts as a senior escalation point and requires excellent verbal and written communication, sound judgment, and the ability to navigate emotionally charged conversations in real time.

You will support Escalation Tier I Representatives and Team Leads, collaborate with internal partners to resolve challenging cases,