Senior Tier 2 Customer Support – Remote

Helpware; Lexington (KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Helpware is seeking a Tier 2 Customer Service Representative to handle escalated orders, payments, refunds, and returns, working with Tier 1 agents and Team Leads. The role supports Lexington, Danville, or Somerset, KY with a conditional remote setup.

You will leverage your experience in customer service and order management, using Salesforce and CRM systems to resolve complex issues while ensuring compliance with client policies. The position emphasizes process improvement and knowledge sharing.

Qualifications

• 2–4 years in customer service or order management with escalations.
• Experience resolving orders, payments, refunds, or returns.
• Proficient in Salesforce and CRM/order management systems.
• Strong analytical and communication skills.
• Ability to document cases accurately in systems.

Responsibilities

• Serve as the primary escalation point for Tier 1 CX/Sales Support.
• Apply deep knowledge of product catalog, pricing, and order workflows.
• Review and approve/deny out-of-policy RMAs, refunds, and credits.
• Document escalations and resolutions in Salesforce and other systems.
• Collaborate with Team Lead to identify escalation patterns and improvements.
• Contribute to knowledge base and escalation playbooks.

Skills

Customer service

Order management

Escalations

Sales support

CRM Salesforce

Tools

Salesforce CRM

Job description

Helpware is seeking a Tier 2 Customer Service Representative to handle escalated orders, payments, refunds, and returns, working with Tier 1 agents and Team Leads. The role supports Lexington, Danville, or Somerset, KY with a conditional remote setup.

You will leverage your experience in customer service and order management, using Salesforce and CRM systems to resolve complex issues while ensuring compliance with client policies. The position emphasizes process improvement and knowledge sharing.