Remote Escalation Specialist - B2B Customer Care & Ops

Zohorecruit; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Team Up is seeking an experienced Customer Service Escalation Specialist for a remote role. You will handle complex escalations, collaborate with first-level support, carriers, and warehouse teams, and assist with admin tasks for B2B customers.

Fluent English, minimum 3 years in customer service, and strong problem-solving skills are required. Evening hours align with 2:00 PM–10:30 PM German time, with potential work on Georgian public holidays.

Qualifications

• Minimum 3 years in customer service or a related role.
• Fluent English written and spoken.
• Experience handling complex customer issues or escalations.
• Willingness to work evening hours (2:00 PM–10:30 PM German time).

Responsibilities

• Handle escalations that cannot be resolved by first-level support.
• Investigate and resolve complex customer issues.
• Provide timely updates to customers throughout the resolution process.
• Coordinate with carriers, warehouse teams, and internal departments.
• Assist with admin tasks for B2B customers and document cases accurately.

Skills

Customer service

Escalation management

Communication

Time management

Tools

Zendesk

Job description

Team Up is seeking an experienced Customer Service Escalation Specialist for a remote role. You will handle complex escalations, collaborate with first-level support, carriers, and warehouse teams, and assist with admin tasks for B2B customers.

Fluent English, minimum 3 years in customer service, and strong problem-solving skills are required. Evening hours align with 2:00 PM–10:30 PM German time, with potential work on Georgian public holidays.