About the role

Escalation Support Specialist resolving sensitive member disputes, payments, and reputation risks for Peak Support. Guiding Tier I support teams through complex cases via phone and email.

Responsibilities

Handle complex, sensitive, and high-risk member cases via phone and email
De-escalate emotionally charged situations with empathy, professionalism, and sound judgment
Investigate and resolve member disputes, payment-related escalations, critical incidents, and reputation-sensitive concerns
Provide guidance to Escalation Tier I Representatives and Team Leads on complex cases, policies, and exception requests
Review and respond to designated public reviews on Trustpilot and the Better Business Bureau
Collaborate with internal teams and cross-functional partners when additional review or approval is needed
Document interactions and decisions clearly
Flag recurring trends or operational concerns internally
Support other high-priority member inquiries or business needs as required

Experience in Tier II or escalation-level member support, trust and safety, risk management, or a similar role
Excellent verbal and written communication skills, including a calm and confident phone presence
Strong judgment, discretion, and problem-solving skills when handling sensitive or confidential matters
Ability to de-escalate emotionally charged situations while remaining empathetic and professional
Strong investigation, documentation, and organizational skills
Experience with e-commerce, payment disputes, public reviews, or reputation management is an asset
Comfort working independently and collaboratively in a remote environment
Based in Canada
Available to work Wednesday to Sunday, 12:00 PM to 8:00 PM EST
Weekend coverage occasionally rotates with other Escalation Tier II team members