Customer Support Escalation Specialist

About the Role

We’re seeking a Customer Support Escalation Specialist to resolve escalated support issues with warmth, professionalism, and speed. You’ll deliver compassionate, high-quality support by phone, chat, and email, helping reduce cancellations, turn negative experiences into positive ones, and ensure people feel truly cared for.

A background in healthcare is especially valuable.

What You’ll Do

Join our team to support daily operations and ensure smooth service delivery. You’ll play a key role in:

• Actively engaging in daily stand-ups and team updates
• Monitoring Slack channels and handling escalation requests
• Managing provider communication, voicemails, and patient messages
• Investigating and resolving order issues with accuracy and urgency
• Escalating bugs, errors, and unusual trends to technical teams
• Collaborating with supervisors to improve processes and flag risks
• Staying updated on new workflows and compliance requirements

If you’re detail-oriented, proactive, and thrive in a fast-paced environment, we’d love to hear from you!

What We’re Looking For

• Must be based in Ohio, USA.
• Part-time, Monday–Friday availability.
• Windows 10+ laptop/desktop and reliable high-speed internet (30 Mbps+ down / 5 Mbps+ up, with backup connection).
• Compassionate, clear communicator with problem-solving and technical skills.
• Experience in mental health, nursing, or healthcare preferred.

Why Join Us

• Make a meaningful impact in people’s lives.
• Be part of a supportive, mission-driven team.
• Opportunities for growth as we expand our client care experience.