Remote Customer Escalation Specialist for B2B Support

Team Up; Georgia; Hybrid; USD 48,000 - 72,000; Full time

Job summary

Team Up is seeking an experienced Customer Service Escalation Specialist to handle complex issues that cannot be resolved by first-level support. You will coordinate directly with customers, carriers, warehouse teams, and internal functions to drive timely resolutions.

Fluent English is required, with strong written and verbal communication, organizational and time-management skills. The role includes supporting administrative tasks for B2B clients and helping to improve customer service

Qualifications

• Minimum 3 years of relevant experience in customer service.
• Proven experience handling complex issues or escalations.
• Fluent English, both written and spoken.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Willingness to work evening hours, approximately 2:00 PM–10:30 PM German time.
• Experience with Zendesk or another CRM platform is a plus.
• Ability to collaborate with customers, carriers, warehouse teams, and internal departments.

Responsibilities

• Handle customer service escalations that cannot be resolved by first-level support.
• Investigate complex customer issues and ensure timely resolution.
• Communicate directly with customers and provide clear updates throughout the resolution process.
• Work with carriers on claims related to lost or damaged parcels.
• File and follow up on investigations for missing or unsuccessful deliveries.
• Coordinate with warehouse and first-level support teams to resolve customer issues.
• Support administrative tasks for B2B clients, including scheduling carrier pickups and following up on unsuccessful pickups.
• Prepare and manage export and shipping documentation.
• Act as the interface between customers and internal teams or external service providers.
• Advocate for customer needs when processes and procedures are being reviewed or improved.
• Identify recurring issues and contribute to improving customer service processes.
• Assist the Managing Director with relevant administrative tasks.
• Maintain accurate records and ensure cases are properly documented.

Skills

Customer service

Escalation management

English fluency

Communication skills

Time management

Problem solving

Tools

Zendesk

Job description

Team Up is seeking an experienced Customer Service Escalation Specialist to handle complex issues that cannot be resolved by first-level support. You will coordinate directly with customers, carriers, warehouse teams, and internal functions to drive timely resolutions.

Fluent English is required, with strong written and verbal communication, organizational and time-management skills. The role includes supporting administrative tasks for B2B clients and helping to improve customer service