Senior Tier 2 CX Escalation Specialist (Remote)

Helpware; Somerset (KY); Hybrid; USD 50,000 - 65,000; Full time

Job summary

Helpware is seeking a Tier 2 Customer Support Representative in the Lexington/Danville/Somerset, KY area with a conditional remote work setup. You will act as the primary escalation point for complex customer service and order-related concerns, resolving issues with orders, payments, refunds, and returns while ensuring policy compliance.

The role requires 2–4 years in customer operations, strong problem-solving, and collaboration with Tier 1 agents and global teams to drive resolutions and

Qualifications

• 2-4 years in customer service, sales support, or order management with escalation experience.
• Experience resolving complex issues involving orders, payments, refunds, or returns.
• Familiarity with Salesforce or similar CRM and order management systems.

Responsibilities

• Serve as the primary escalation point for Tier 1 agents on complex customer/order issues.
• Apply expert knowledge of product catalog, pricing, and order workflows to resolve cases.
• Review and decide on out-of-policy RMAs, refunds, and credits escalated by Tier 1 agents.

Skills

Customer service

Escalation handling

Communication

Problem solving

Team collaboration

Tools

Salesforce

ERP systems

Job description

Helpware is seeking a Tier 2 Customer Support Representative in the Lexington/Danville/Somerset, KY area with a conditional remote work setup. You will act as the primary escalation point for complex customer service and order-related concerns, resolving issues with orders, payments, refunds, and returns while ensuring policy compliance.

The role requires 2–4 years in customer operations, strong problem-solving, and collaboration with Tier 1 agents and global teams to drive resolutions and