Customer Escalation Specialist | US

Job Description

Job Description

Description:

The Customer Solutions Guide is an advanced customer support professional responsible for resolving complex customer issues, managing escalations, and driving continuous improvements across the customer experience. This role serves as the primary escalation point for frontline support, combining technical troubleshooting, critical thinking, cross-functional collaboration, and exceptional customer empathy to deliver timely, high-quality resolutions.

In addition to handling escalated cases, the Customer Solutions Guide mentors Tier 1 Support Agents, partners with Product, Engineering, Operations, Quality, and Training teams, and champions the Voice of the Customer by identifying trends and recommending process improvements that enhance the overall customer journey.

Key Responsibilities

• Advanced Customer Issue Resolution
• Resolve complex and escalated customer cases requiring advanced troubleshooting, policy interpretation, and cross-functional
• collaboration.
• Investigate root causes across systems, workflows, and customer journeys to identify sustainable solutions.
• Take end-to-end ownership of customer cases through successful resolution.
• Balance customer advocacy with company policies and operational requirements while exercising sound judgment.
• Maintain proactive communication and timely follow-up throughout the resolution process.

Escalation Management

• Serve as the primary escalation point for Tier 1 Customer Support Agents.
• Evaluate case complexity, urgency, and business impact to prioritize work effectively.
• De-escalate emotionally sensitive or high-risk customer situations.
• Ensure complete and accurate documentation of escalated cases and actions taken.

Tier 1 Support & Mentorship

• Provide real-time coaching and guidance to frontline support agents handling challenging customer interactions.
• Mentor team members on troubleshooting techniques, communication best practices, and process adherence.
• Support onboarding and ongoing development of new Customer Support Agents.
• Act as a subject matter expert for products, systems, policies, and customer support processes.

Cross-Functional Collaboration

• Partner with Product, Engineering, Aftersales, Operations, Quality, and Training teams to resolve systemic customer issues.
• Report recurring product defects, usability concerns, and process gaps.
• Translate customer feedback into actionable recommendations that improve products, services, and operational workflows.
• Track cross-functional issues through resolution and communicate updates to stakeholders.

Continuous Improvement

• Identify recurring customer issues and recommend scalable solutions to improve customer satisfaction and operational efficiency.
• Contribute to the creation and maintenance of knowledge base articles, troubleshooting guides, and internal documentation.
• Participate in process improvement initiatives, pilot programs, and workflow optimization projects.
• Share insights from escalations to support Quality Assurance and Training initiatives.

Customer Experience Advocacy

• Champion the Voice of the Customer across internal teams.
• Deliver every customer interaction with empathy, professionalism, and accountability.
• Identify opportunities to transform challenging customer experiences into positive outcomes.
• Promote a culture of customer-centric decision-making across the organization.

Work Location & Travel

• This role is based at the client’s Headquarters in Charlotte, North Carolina.
• Employees are expected to work onsite 4–5 days per week, participating in regular in-person meetings and collaboration.
• Occasional travel may be required to attend company meetings, events, or support business initiatives.

Required Qualifications

• Minimum 3 years of experience in Customer Support or Customer Experience within a high-growth, fast-paced, or complex contact center environment.
• Demonstrated experience resolving technically and emotionally complex customer issues.
• Strong understanding of escalation management and advanced customer support practices.
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to customers.
• Strong analytical, critical thinking, and problem-solving skills.
• Experience collaborating with cross-functional teams including Product, Engineering, Operations, Quality, and Training.
• Experience mentoring, coaching, or onboarding frontline support agents.
• Proficiency with CRM platforms, ticketing systems, and Microsoft Office applications.
• Ability to document customer issues and resolutions accurately and concisely.
• Strong customer-first mindset with the judgment to balance customer satisfaction and business priorities.
• Ability to thrive in a fast-paced, evolving environment with a growth mindset and collaborative approach.

Preferred Qualifications

• Experience supporting automotive, mobility, electric vehicle (EV), or after-sales service organizations.
• Experience improving customer support workflows, escalation processes, and operational documentation.
• Familiarity with knowledge management systems and process improvement methodologies.

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Peak Support and our Work-from-Home PLUS model

At 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.