Senior Escalations Specialist – 24/7 Support

Reliasourcing; Hinoba-an; On-site; PHP 400,000 - 700,000; Full time

Job summary

Reliasourcing in the Philippines is seeking a senior Tier 2 support specialist to handle escalated cases including billing issues, delivery problems, and de-escalation of upset customers. You will work within a defined playbook and resolve most cases at Tier 2 with management stepping in for genuine exceptions.

You will communicate clearly in English, review account history, and coordinate handoffs with Tier 1.

Qualifications

• 3–4+ years of experience in customer support, preferably including escalations.
• Excellent written and spoken English.
• Strong independent judgment, critical thinking, and problem-solving skills.
• Experience using CRM or ticketing platforms such as Zendesk, Kustomer, Front, Gorgias, Salesforce, Intercom, or similar.

Responsibilities

• Independently resolve escalated support cases within defined authority limits.
• Review account information, transaction history, and prior interactions before resolving a case.
• Handle multiple concerns within a single customer interaction with accuracy.
• De-escalate and manage upset customers before a case becomes a formal complaint.
• Communicate clearly in writing, set realistic expectations, and avoid unverified commitments.
• Operate within the team’s playbook and escalation guidelines, flagging recurring patterns.
• Work rotating 8-hour shifts as part of a 24/7 coverage schedule.

Skills

Escalation handling

Written English

Independent judgment

CRM/ticketing systems

Shift work

De-escalation

Tools

Zendesk

Kustomer

Front

Gorgias

Freshdesk

Salesforce

Intercom

Job description

Reliasourcing in the Philippines is seeking a senior Tier 2 support specialist to handle escalated cases including billing issues, delivery problems, and de-escalation of upset customers. You will work within a defined playbook and resolve most cases at Tier 2 with management stepping in for genuine exceptions.

You will communicate clearly in English, review account history, and coordinate handoffs with Tier 1.