Customer Care Escalation Specialist

The Customer Support Escalation Specialist supports customers through inbound voice interactions and complex case resolution, providing thoughtful, empathetic, and solutions-focused support across a variety of sensitive and complex customer concerns. This is a dual-function role with a primary focus on handling inbound customer calls, while also supporting offline case management, investigation, and follow-up responsibilities as business and call volume permit. The Specialist gathers and evaluates information, identifies potential risk, determines appropriate next steps,...