Onsite Phoenix Tier 3 Escalations Specialist

MOGEL; Phoenix (AZ); Presencial; USD 60 000 - 80 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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

Responsabilidades

• 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

Conhecimentos

Customer support experience

Escalations

Written communication

Problem solving

Zendesk

Ferramentas

Zendesk

Descrição da oferta de emprego

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.