Job Title: Tier 2 Support Specialist
Location: Remote — must reside in Ohio, USA
Department: Operations
Reports To: Kevin
Job Summary:
As a Tier 2 Support Specialist, you’ll be responsible for resolving escalated client issues with warmth, precision, and speed. You will serve as both a problem-solver and a client advocate—reducing resolution times, preventing cancellations, and ensuring every client leaves interactions feeling cared for. This role also involves improving internal processes, coaching Tier 1 agents, and maintaining high-quality communication standards that reflect our client’s commitment to excellent client care.
Key Responsibilities
Escalated Support
Resolve escalated tickets with A+ quality, ensuring client issues are addressed fully and compassionately.
Offer live phone support to de-escalate high-stakes situations and convert negative experiences into positive outcomes.
Proactively drive resolution by anticipating needs and avoiding delays in waiting for additional details.
Client Impact
Deliver a level of service where clients consistently feel that “This company cares”
Increase save percentages on potential cancellations through empathetic, solutions-oriented communication.
Convert potential negative reviews into positive sentiment by managing and repairing difficult experiences.
Communication & Standards
Maintain, update, and refine support templates and macros to ensure clarity, empathy, and consistency.
Uphold SLA-driven standards that make every client interaction feel knowledgeable, compassionate, and competent.
Knowledge Management
Translate Source of Truth documents into Tier 1 agent processes that are graded “A” by the Support Lead.
Ensure Tier 1 agents always have access to the right answers to the right questions, with measurable completion goals.
Coaching & Continuous Improvement
Act as a player-coach by reviewing tickets, auditing quality, and sharing proactive suggestions with the team.
Support a culture of continuous improvement by recommending workflow updates and documenting best practices weekly.
Required Qualifications
Must reside in Ohio, USA
Preferred Qualifications
High-quality escalated resolutions that delight clients.
Reduced time-to-resolution through proactive problem-solving
Improved save rates on cancellations.
Consistently updated and effective communication templates.
Tier 1 agents empowered with clear, accurate processes.
Positive shifts in client sentiment and support culture.
Key Competencies
Warm & Personable – You bring empathy and compassion to every interaction.
Clear Communicator – Strong written and verbal communication across email, chat, and phone.
Action-Oriented – Bias toward proactive resolution and ownership of client outcomes.
Collaborative Player-Coach – Comfortable guiding others while also rolling up your sleeves.
Adaptable & Responsive – Open to feedback and able to work effectively with overseas leads and Tier 1 agents.
Technical & Problem-Solving Skills – Able to guide clients through app troubleshooting and usage as a software-first company.
Physical Requirements/Work Environment (if applicable)
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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