Senior Tier 2 Support Specialist - Mobility & Escalations

Enshored; Pasig; On-site; PHP 320,000 - 520,000; Full time

Job summary

Enshored is seeking a Customer Service Representative – Tier 2 to support global urban mobility and transportation technology operations. You’ll handle complex escalations, provide expert guidance to frontline teams, and ensure cases are resolved accurately and efficiently.

As a subject matter expert, you’ll analyze challenging cases, mentor teams, identify trends, and drive process improvements while upholding policy and quality standards.

Qualifications

• Bachelor's degree preferred.
• 2–3 years of BPO experience, preferably in customer support, escalations, or operations.
• Experience as a Subject Matter Expert, Escalation Specialist, Senior Associate, or Team Support is highly preferred.

Responsibilities

• Act as a subject matter expert for Infrastructure & Mobility operations.
• Take ownership of complex customer escalations requiring advanced analysis and judgment.
• Provide real-time guidance and policy clarification to frontline support teams.
• Review safety-related incidents, policy exceptions, and high-impact customer concerns.
• Identify trends and root causes, and recommend improvements to processes and customer experience.
• Ensure operational decisions align with company policies, quality standards, and compliance requirements.
• Collaborate with Operations, Quality, Training, and other teams to strengthen performance and consistency.
• Maintain process knowledge and share best practices with frontline teams.
• Support coaching and mentoring initiatives to improve resolution quality and consistency.

Skills

Complex escalations

Subject matter expert

Zendesk

24/7 shift

Education

Bachelor's degree

Tools

Zendesk

Job description

Enshored is seeking a Customer Service Representative – Tier 2 to support global urban mobility and transportation technology operations. You’ll handle complex escalations, provide expert guidance to frontline teams, and ensure cases are resolved accurately and efficiently.

As a subject matter expert, you’ll analyze challenging cases, mentor teams, identify trends, and drive process improvements while upholding policy and quality standards.