Support Specialist

📋 Description

• Provide escalated Tier 3 support for customers and drivers.
• Handle VIP, high-profile, and executive escalations with urgency and discretion.
• Support customer retention after critical issues to reduce churn.
• Investigate and resolve complex, high-risk, high-value contacts across all inquiries.
• Take end-to-end ownership: investigate, coordinate, document, and follow-up.
• Escalate issues requiring leadership, Legal, Compliance, or Safety review.

🎯 Requirements

• Bachelor's degree or equivalent experience.
• 2+ years in a Tier 3 role handling complex escalated issues.
• Strong investigation, judgment, and decision-making skills.
• Strong written and verbal communication; professional in sensitive interactions.
• Fluency in English; Spanish strongly preferred.
• Ability to apply policies and escalate appropriately; workload management and cross-functional

🎁 Benefits

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