Tier 2 Support Specialist (Non-Voice)

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

This is a senior support role. Tier 2 Specialists handle escalated cases that require independent judgment, including billing exceptions, delivery issues, and de-escalation of upset customers. Specialists are expected to work within a defined playbook rather than routing every non-standard case elsewhere. The goal is for most escalated cases to be resolved at the Tier 2 level, with management involved only when a true exception requires further escalation.

Primary Support Channels

• Chat
• Email
• Support Tickets

Key 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 when information is incomplete or unclear.
• Handle multiple concerns within a single customer interaction while maintaining accuracy and attention to detail.
• De-escalate and manage frustrated or upset customers before a case becomes a formal complaint.
• Communicate clearly and professionally in writing, set realistic expectations, and avoid providing unverified information or commitments.
• Operate within the team’s support playbook and escalation guidelines, while helping improve them by identifying and flagging recurring patterns.
• Work rotating shifts as part of a 24/7 coverage schedule and coordinate effective handoffs with Tier 1 and the internal team.

Case Documentation & Compliance

• Maintain accurate and complete case notes covering the customer’s concern, investigation, actions taken, and final resolution or escalation.
• Follow the client’s privacy, security, and confidentiality requirements, including applicable HIPAA obligations when handling customer health information.

Requirements

• 3–4+ years of experience in customer support, preferably in email, chat, or ticket-based support, ideally including escalations or complex-case handling.
• Excellent written and spoken English.
• Strong independent judgment, critical thinking, and problem-solving skills, with the ability to make sound decisions and demonstrate strong common sense.
• Comfortable taking ownership and responsibility for sensitive customer interactions and system access.
• Experience using CRM or ticketing platforms such as Zendesk, Kustomer, Front, Gorgias, Freshdesk, Salesforce, Intercom, or similar systems.
• Ability to work rotating 8-hour shifts, including nights and weekends, as part of a 24/7 coverage schedule.

Preferred / Nice to Have

• Experience in healthcare, telehealth, subscription/e-commerce, SaaS, fintech/insurance, or other regulated or process-sensitive support environments.

Work Arrangement

• Location: On-site
• Coverage: 24/7
• Schedule: Three 8-hour shifts per day
• Shift Rotation: Agents rotate shifts on a weekly basis