Remote Escalation Support Representative

Join a Mission-Driven Remote Team Built on Empathy and Excellence

In an era where human connection has never been more crucial, this role provides you with the opportunity to be the heart of support for customers navigating complex challenges. Imagine being part of a globally connected, digitally fluent team that doesn't just resolve issues—we uplift people. As a Remote Escalation Support Representative, you’ll step into a fast-paced, emotionally intelligent environment where your knack for listening, problem-solving, and patience fuels client satisfaction. If you're passionate about turning moments of frustration into moments of relief, you’re in the right place.

What You'll Be Responsible For

Handling High-Level Customer Inquiries

You’ll manage and resolve customer concerns that have been escalated beyond the frontline support. This includes product performance issues, service delays, and policy clarifications. Your role will ensure resolution pathways are swift, comprehensive, and compassionate.

Collaboration Across Departments

Work closely with product teams, engineering, and service leads to identify root causes and propose permanent fixes. Escalation support is not just about putting out fires—it's about creating lasting solutions that benefit both the customer and the business.

Advocate for the Customer Voice

Channel real-time feedback into strategic conversations. You’ll help bridge the gap between the customer experience and the teams that build and maintain our offerings. This advocacy has a direct influence on improving user journeys.

Process Optimization

Design and refine processes for handling escalations to improve response times and resolution quality. Suggest improvements that help reduce the recurrence of similar issues, increasing internal efficiency and external satisfaction.

Your Day-to-Day Work Environment

A Flexible Work-from-Home Structure

You’ll work from the comfort of your home while collaborating with a tight-knit, remote-first team. All you need is a strong internet connection and a quiet space where you can concentrate and connect.

An Inclusive Culture That Celebrates You

We are proud to be an inclusive workplace where authenticity thrives. Whether you’re a caregiver, a first-generation professional, or someone re-entering the workforce, we provide the flexibility and support to help you succeed.

Team Communication That Flows

We utilize cutting-edge communication platforms, such as Slack and Zoom, to keep everyone in sync. You’ll participate in daily team huddles, ongoing peer mentoring, and knowledge-sharing sessions that make sure no one is left behind.

Tools and Technology You’ll Use

• Zendesk or Freshdesk: To manage tickets and track customer interactions
• CRM Systems (like Salesforce): For case tracking and data consolidation
• Knowledge Management Tools: Access product FAQs and internal documentation effortlessly
• Remote Collaboration Platforms: Including Zoom, Slack, Notion, and shared drives for documentation and communication

Who Thrives in This Role?

A Strong Communicator with Empathy

You understand the power of tone, timing, and transparency. Your written and verbal communication is clear, calming, and constructive—even when emotions run high.

A Curious Problem Solver

You’re someone who doesn’t just stop at fixing an issue but asks why it happened and how to prevent it in the future. You approach every problem with a proactive mindset.

A Team Player with a Lone-Wolf Efficiency

You know when to escalate internally, when to take initiative, and when to pull in stakeholders. You’re just as comfortable working autonomously as you are collaborating in real-time.

A Champion of Diversity and Inclusion

You bring cultural humility to every interaction. Whether dealing with internal teams or external customers, your language and approach are inclusive, welcoming, and respectful.

Basic Qualifications

• 2+ years of experience in customer support or technical escalation roles
• Proven track record of resolving high-stakes issues with grace and professionalism
• Familiarity with support platforms such as Zendesk, Intercom, or similar
• Excellent written and spoken English skills
• Self-starter attitude with the ability to prioritize effectively in a remote setting

Preferred Qualifications

• Previous experience in a remote-first company
• Background in SaaS, telecommunications, or cloud-based platforms
• Bilingual or multilingual candidates are strongly encouraged to apply

What You Can Expect From Us

Salary and Benefits

We offer a competitive annual salary of $46,885, plus a suite of benefits tailored to support your well-being, growth, and life outside of work.

Growth Opportunities

This role is a stepping stone to future leadership positions within support or customer success. We believe in promoting from within and nurturing diverse talent across our organization.

Recognition and Impact

You won’t be just another name on a screen. Your work will be recognized, celebrated, and have a lasting impact across departments. Escalation support is crucial to our commitment to excellence.

Our Commitment to Equal Opportunity

We celebrate the diverse backgrounds, identities, and perspectives that make our team better. Our goal is to cultivate a team that embraces the varied experiences of the people we serve. If you’re enthusiastic about this role but don't fulfill all the listed criteria, we still welcome your application anyway.

Ready to Make a Real Difference?

We’re looking for kind-hearted troubleshooters with a passion for service and a drive for excellence. If you're ready to help transform challenging moments into empowering experiences for our customers, then your journey starts here.

Apply now and be the voice of calm, care, and capability in every interaction.