Handle escalated member cases via phone and email channels
Conduct live phone conversations for sensitive or high-impact situations requiring real-time resolution
Respond to member emails involving complex, sensitive, or high-risk issues
Manage cases involving suspicious or inappropriate carrier or driver behavior
Respond to inquiries from industry experts, including physicians, nutritionists, and food safety professionals
Address legal-related communications, including BBB complaints, bank disputes, threatening reviews, and potential legal actions
Respond to politically sensitive, religious, or international affairs–related questions in alignment with company policies
Investigate and respond to spoofed or phishing emails impersonating the brand
Manage member cases involving hospitalization or medical bill reimbursement requests
De-escalate emotionally charged situations with empathy and professionalism
Document all phone and email interactions thoroughly and accurately
Collaborate with internal teams to resolve complex issues efficiently

Experience in Tier 2 or escalation-level member support, trust & safety, or risk-related roles
Strong phone presence with the ability to communicate calmly and clearly during sensitive calls
Excellent written communication skills for professional email correspondence
Sound judgment and discretion when handling sensitive or confidential matters
Ability to remain composed and empathetic under pressure
Strong documentation and organizational skills
Comfortable working independently in a remote environment
Availability to work Wednesday through Sunday, 12pm–8pm EST

Escalation Tier 2 Support Specialist

Key skills