Customer suppport _ Escalation Specialist

Job Description

Job Summary We are looking for a highly skilled and empathetic L2 Customer Support Escalations Specialist to manage complex customer issues that go beyond the scope of frontline support. In this role, you will act as the bridge between our Level 1 support team and other internal departments, ensuring timely and accurate resolution of escalated customer inquiries. Key Responsibilities Handle and resolve escalated customer issues from the L1 support team via tickets, emails, chats, or calls. Analyze issues, identify root causes, and work with relevant teams (Product, Engineering, Operations) to implement solutions. Maintain clear, professional, and empathetic communication with customers throughout the escalation process. Document resolution steps and update internal knowledge base to reduce repeat issues. Collaborate closely with L1 agents to provide coaching and feedback that improves first-contact resolution. Monitor and report on escalation trends, identifying opportunities for improvement in support processes and product performance. Ensure compliance with SLAs (Service Level Agreements) and internal escalation procedures. Participate in regular training to stay current with product updates and support tools. Requirements 2-4 years of experience in a customer support role, with at least 1 year in an escalation or L2 role. Strong problem-solving skills and ability to remain calm under pressure. Excellent written and verbal communication skills. Experience with support platforms like Zendesk, Fresh desk, Salesforce, or similar. Ability to interpret technical issues and communicate solutions clearly to non-technical users. Strong organizational skills and attention to detail. A customer-first mindset and a proactive approach to problem resolution. This job is provided by Shine.com Show more Show less