Customer Support Specialist Tier 3 (Phoenix, AZ)

MOGEL; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

MOGEL in Phoenix is seeking a Customer Support Escalations Specialist to own and resolve the most complex customer issues. You will investigate, communicate empathetically, and ensure resolutions align with policies while improving the overall support experience.

This onsite, full-time role collaborates with Operations and cross-functional teams to reduce escalations, improve QA standards, and document best practices for the broader Customer Operations organization.

Qualifications

• 2–5 years of customer support experience, incl. escalations
• Strong written communication, empathy, and accuracy
• Ability to perform root-cause analysis and problem solving
• Experience with ticketing platforms like Zendesk

Responsibilities

• Investigate, manage, and resolve complex escalations (Tier 3) with accuracy and empathy
• Apply policies and regulatory requirements when evaluating cases
• Conduct root-cause analysis to distinguish individual issues from systemic problems
• Identify trends and elevate insights to reduce escalation volume
• Collaborate with cross-functional teams to drive process improvements
• Maintain and improve internal documentation and QA standards
• Take ownership of cases through final resolution and follow-up

Skills

Customer support experience

Escalations

Written communication

Problem solving

Zendesk

Tools

Zendesk

Job description

Customer Support Escalations Specialist

Location: Phoenix, Arizona | Onsite

Employment Type: Full-Time

Compensation: $60,000–$80,000

Overview

MOGEL, on behalf of a fast-growing consumer technology and financial services organization expanding its market to the Greater Phoenix area, is seeking a highly skilled Customer Support Escalations Specialist to join its Customer Operations team in Phoenix. This is a high-ownership role responsible for managing the organization’s most complex and sensitive customer issues—cases that require deeper investigation and expertise beyond frontline customer support. You’ll work at the intersection of customer advocacy, problem-solving, and operational excellence to ensure customers receive thoughtful, accurate, and timely resolutions. Beyond resolving escalated cases, you’ll play an important role in improving the overall customer experience. You’ll identify recurring issues, conduct quality audits, strengthen internal processes, and help develop documentation and best practices that enable the broader support organization to operate more effectively. If you’re someone who enjoys solving complex problems, takes ownership from start to finish, and wants your work to have a measurable impact on both customers and the organization, this could be a great opportunity.

What You’ll Do

• Investigate, manage, and resolve complex customer escalations that require Tier 3-level expertise
• Handle sensitive customer issues through written communication, ensuring responses are accurate, empathetic, and aligned with established policies and procedures
• Apply complaint management policies and applicable regulatory requirements when evaluating and resolving escalated cases
• Conduct root‑cause analysis to distinguish individual customer issues from systemic process or product problems
• Identify recurring trends and elevate insights to Customer Operations leadership to help reduce future escalation volume
• Partner with Operations and other internal teams to identify opportunities for process improvement
• Conduct regular quality assurance reviews and audits of frontline and Tier 2 customer support interactions
• Evaluate ticket quality, accuracy, resolution effectiveness, and appropriate escalation practices
• Identify patterns in misrouted, incomplete, or improperly handled cases and provide actionable recommendations
• Contribute to the development and refinement of QA standards, scoring frameworks, and quality processes
• Maintain and improve internal documentation for complex case types, including SOPs, resolution guides, and escalation decision trees
• Serve as a subject matter expert for frontline and Tier 2 support teams
• Help identify knowledge gaps and contribute to training and enablement initiatives
• Take ownership of cases through final resolution and ensure appropriate follow‑up and documentation
• Collaborate cross‑functionally to continuously improve the customer experience and support operation

What We’re Looking For

• 2–5 years of customer support experience, including meaningful experience with escalations, complex case management, or Tier 2/Tier 3 support
• Strong written communication skills with the ability to communicate clearly, professionally, and empathetically
• Excellent investigative and problem‑solving abilities
• Strong attention to detail and ability to evaluate complex customer situations
• Demonstrated ability to take end‑to‑end ownership of customer issues and follow them through resolution
• Ability to identify patterns and think beyond individual cases to understand broader operational issues
• Comfortable working within structured processes while exercising sound judgment and independent decision‑making
• Strong organizational skills with the ability to manage multiple complex cases and priorities
• Ability to collaborate effectively with Customer Operations and cross‑functional teams
• Experience working in a fast‑paced environment where accuracy, accountability, and customer experience are critical

Preferred Qualifications

• Experience within consumer fintech, financial services, credit, banking, or a related technology environment
• Familiarity with consumer disputes, fraud claims, credit reporting, or other compliance‑related customer issues
• Knowledge of FCRA or similar consumer financial regulations
• Experience working with quality assurance programs, ticket audits, or customer support analytics
• Experience with Zendesk or similar customer support/ticketing platforms
• Spanish bilingual highly preferred

What Makes This Opportunity Stand Out

Own the Toughest Customer Challenges

You’ll work on the cases that require more than a standard support response. Your ability to investigate, problem‑solve, and communicate effectively will directly impact the customer experience.

Make an Impact Beyond Individual Cases

This role isn’t simply about closing tickets. You’ll identify trends, uncover root causes, and help improve the processes that prevent customers from experiencing the same issues in the future.

Help Shape a Growing Support Organization

You’ll have the opportunity to contribute to QA programs, SOPs, escalation processes, and team training, making your expertise valuable across the broader Customer Operations organization.

High-Ownership Phoenix Environment

This is an onsite Phoenix opportunity where you’ll work alongside a growing Customer Operations team. You’ll have the opportunity to collaborate directly with colleagues, learn from experienced professionals, and make a visible impact within the organization.

Why Join?

• Join a growing organization at the intersection of technology and financial services
• Make a direct impact on the customer experience
• High‑visibility role with meaningful ownership
• Opportunity to influence processes and improve the broader support organization
• Collaborative, fast‑paced onsite Phoenix environment
• Opportunities for professional growth and development
• $60,000–$80,000 base salary range

Ready to Make an Impact?

If you’re an experienced customer support professional who enjoys solving complex problems, advocating for customers, and improving the way teams work, we’d love to hear from you.

Equal Opportunity Employer

MOGEL and our clients are committed to providing equal employment opportunities to all employees and applicants. Employment decisions are based on job-related criteria and made without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We value and celebrate diversity and are committed to creating an inclusive environment for all employee