Tier 2 E-Commerce Customer Experience | NCR/Manila - Philippines

DescriptionAbout the RoleWe are seeking an experienced and emotionally intelligent Escalation Tier 2 Support Specialist to manage high-risk, complex, and sensitive member cases via phone and email channels. This role serves as a second-level escalation point and requires excellent verbal and written communication, sound judgment, and the ability to navigate nuanced, emotionally charged conversations in real time.The ideal candidate is confident in handling live phone conversations, skilled in professional email communication, and comfortable addressing matters that may involve legal, medical, political, or reputational considerations.Key ResponsibilitiesHandle escalated member cases via phone and email channelsConduct live phone conversations for sensitive or high-impact situations requiring real-time resolutionRespond to member emails involving complex, sensitive, or high-risk issuesManage cases involving suspicious or inappropriate carrier or driver behaviorRespond to inquiries from industry experts, including physicians, nutritionists, and food safety professionalsAddress legal-related communications, including BBB complaints, bank disputes, threatening reviews, and potential legal actionsRespond to politically sensitive, religious, or international affairs–related questions in alignment with company policiesInvestigate and respond to spoofed or phishing emails impersonating the brandManage member cases involving hospitalization or medical bill reimbursement requestsDe-escalate emotionally charged situations with empathy and professionalismDocument all phone and email interactions thoroughly and accuratelyCollaborate with internal teams to resolve complex issues efficientlyRequirementsWhat We’re Looking ForExperience in Tier 2 E-Commerce Customer Experience or escalation-level member support, trust & safety, or risk-related rolesStrong phone presence with the ability to communicate calmly and clearly during sensitive callsExcellent written communication skills for professional email correspondenceSound judgment and discretion when handling sensitive or confidential mattersAbility to remain composed and empathetic under pressureStrong documentation and organizational skillsComfortable working independently in a remote environmentAvailability to work Wednesday through Sunday, 12pm–8pm ESTPeak Support and our Work-from-Home PLUS modelAt Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.NoteEmployees will be assigned to a designated Ubiquity site based on their address. This assignment does NOT require employees to work onsite and does not indicate a return-to-office (RTO) setup. It is strictly for administrative purposes only, including:Headcount reporting and trackingDistribution of company swagsBusiness continuity planning