Customer Service Representative Tier 2

Customer Service Representative Tier 2

Location: Lexington, Danville, or Somerset, KY | Work Setup: Conditional remote

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our US Team is growing and we're looking for experienced Sales Agents to join our Helpware team.

Position Overview:

The Tier 2 Customer Support Representative serves as the primary escalation point for complex customer service and order management concerns that require advanced troubleshooting and decision-making. This role is responsible for resolving escalated order, payment, refund, and return-related issues while ensuring compliance with client policies and service standards. The specialist collaborates closely with Tier 1 agents and Team Leads to drive resolution, improve processes, and enhance the overall customer experience through knowledge sharing and continuous improvement initiatives.

Specific Responsibilities:

• Act as the primary escalation point for Tier 1 CX/Sales Support agents, handling advanced or complex customer and order issues.
• Demonstrate expert-level understanding of the client's product catalog, pricing policy, and order/pre-authorization workflows to resolve escalated cases accurately.
• Review and approve or deny out-of-policy RMA, refund, and credit requests escalated by Tier 1 agents, including swap-out program exceptions.
• Resolve exception-heavy order scenarios, including pricing disputes, buyback/shipping adjustments, multi-location order discrepancies, and unresolved credit card pre-authorization issues.
• Maintain full documentation of escalated interactions, root cause, and resolution in Salesforce and other supporting systems.
• Partner with the Team Lead to identify recurring escalation themes and recommend process, training, or knowledge base improvements.
• Escalate to the Team Lead only when an issue requires a judgment call beyond defined Tier 2 authority or needs coordination across the US/Philippines teams.
• Contribute to FAQ, knowledge base, and escalation playbook content based on patterns observed in escalated cases.
• Participate in calibration sessions to ensure consistent quality and resolution standards across tiers.
• Other related tasks as assigned by the client or Helpware management.

Qualifications:

• At least 24 years of experience in customer service, sales support, order management, or a related customer operations role, with experience handling escalations.
• Proven experience resolving complex customer issues involving orders, payments, refunds, returns, or account management.
• Experience using CRM platforms such as Salesforce; familiarity with ERP or order management systems is an advantage.
• Strong understanding of order lifecycle management, credit card pre-authorizations, RMAs, refunds, credits, and pricing policies.
• Excellent analytical, problem-solving, and decision-making skills with the ability to resolve exceptions independently within established guidelines.
• Strong verbal and written communication skills, with the ability to manage difficult customer interactions professionally and empathetically.
• Highly organized with exceptional attention to detail and the ability to document cases accurately.
• Demonstrated ability to identify process gaps and recommend improvements to workflows, documentation, and knowledge resources.
• Experience mentoring, coaching, or providing guidance to frontline agents is preferred.
• Ability to collaborate effectively with cross-functional and global teams while managing multiple priorities in a fast-paced environment.