Customer Support Escalations Specialist
Core
Resolve the most complex and sensitive customer escalations via email, perform root-cause analysis, and audit frontline ticket quality to improve processes.
Role type
Tier 3 Customer Support Specialist
Builds
Customer resolution paths, QA rubrics, and internal documentation for complex case types
Domain
Consumer fintech / credit building / financial services
Required skills
Complex case management, root-cause analysis, QA auditing, SOP documentation, regulatory compliance knowledge, written communication
Preferred skills
Consumer fintech background, experience with Zendesk, experience with FCRA or fraud claims
Technologies
Zendesk
Responsibilities
Investigate and resolve complex customer escalations via email; conduct QA reviews of Tier 1 and 2 tickets; perform root-cause analysis on escalations; maintain internal documentation and escalation decision trees; serve as a subject matter expert for frontline agents
Seniority
Mid-level, hands-on IC