Support Specialist

📋 Description

• Provide direct support to customers and drivers whose issues have been escalated to the Tier 3
• Handle VIP, high-profile, and executive escalations with urgency, judgement, and communication.
• Support customer retention after critical issues to rebuild trust and reduce churn.
• Investigate and resolve complex, sensitive, high-risk, or high-value contacts across all support
• Take end-to-end ownership of assigned issues, including investigation, communication, coordination
• Apply sound judgement when policies don’t clearly address the situation.

🎯 Requirements

• Bachelor's degree or equivalent experience
• 2+ years in a Tier 3 role handling complex escalations in customer support or similar
• Strong investigation, problem-solving, judgment, and decision-making skills
• Strong written and verbal communication; professional during sensitive interactions
• Fluency in English and Spanish strongly preferred
• Ability to interpret policies and escalate when needed

🎁 Benefits

• Medical/Dental/Vision Insurance (for full-time)
• 401(k) Retirement Savings Plan
• 25% employee discount & FAM Membership
• Vacation and Sick Time for eligible employees
• EAP through AllOne Health (formerly Carebridge)