Senior Tier 2 Support Specialist - Escalations (24/7)

Relia Sourcing; Philippines; On-site; PHP 357,000 - 580,000; Full time

Job summary

Relia Sourcing in the Philippines is seeking a Senior Tier 2 Support Specialist to handle escalated cases with independent judgment, including billing issues, delivery problems, and de-escalation.

You will work across chat, email, and support tickets, review account history, ask follow-up questions, and coordinate with Tier 1 for smooth handoffs. This role requires 3–4+ years of experience, excellent written English, and a willingness to rotate 8-hour shifts in a 24/7 coverage setup.

Qualifications

• 3–4+ years of experience in customer support, preferably email/chat/ticket-based
• Excellent written and spoken English
• Strong independent judgment, critical thinking and problem-solving
• Ability to own sensitive customer interactions and system access
• Experience with CRM/ticketing platforms such as Zendesk, Kustomer, Front, Gorgias, Freshdesk, 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; ask follow-up questions as needed.
• Handle multiple concerns within a single interaction with accuracy and attention to detail.
• De-escalate and manage upset customers before cases become formal complaints.
• Communicate clearly and professionally in writing; set realistic expectations and avoid unverified commitments.
• Operate within the team playbook and escalation guidelines, helping improve them by flagging patterns.
• Work rotating 8-hour shifts as part of a 24/7 coverage schedule and coordinate handoffs with Tier 1 and internal teams.

Skills

Independent judgment

Critical thinking

Problem solving

Excellent written English

Time management

Tools

Zendesk

Kustomer

Front

Gorgias

Freshdesk

Salesforce

Intercom

Job description

Relia Sourcing in the Philippines is seeking a Senior Tier 2 Support Specialist to handle escalated cases with independent judgment, including billing issues, delivery problems, and de-escalation.

You will work across chat, email, and support tickets, review account history, ask follow-up questions, and coordinate with Tier 1 for smooth handoffs. This role requires 3–4+ years of experience, excellent written English, and a willingness to rotate 8-hour shifts in a 24/7 coverage setup.