Customer Support Specialist Tier 2 Resolutions | PIONEER ACCOUNT

Ready to take your customer support experience to the next level

If you enjoy solving complex cases, making sound decisions, and being the person others turn to for guidance, this opportunity could be for you.

We're looking for a Customer Service Representative – Tier 2 to support customer operations for a global leader in urban mobility and transportation technology. As part of the Tier 2 team, you'll take on complex escalations, provide expert guidance to frontline teams, and help ensure every case is resolved accurately, efficiently, and in line with policy.

This is more than handling escalations—you'll have the opportunity to analyze challenging cases, influence operational decisions, mentor frontline teams, and drive improvements that create a better customer experience.

If you have experience in escalations, Trust & Safety, mobility platforms, or customer operations and are ready to take on more complex responsibilities, we'd love to hear from you.

What You'll Do

• Act as a subject matter expert for Infrastructure & Mobility operations.
• Take ownership of complex customer escalations requiring advanced analysis and judgment.
• Provide real-time guidance and policy clarification to frontline support teams.
• Review safety-related incidents, policy exceptions, and high-impact customer concerns.
• Identify trends and root causes, and recommend improvements to processes and customer experience.
• Ensure operational decisions align with company policies, quality standards, and compliance requirements.
• Collaborate with Operations, Quality, Training, and other teams to strengthen performance and consistency.
• Maintain process knowledge and share best practices with frontline teams.
• Support coaching and mentoring initiatives to improve resolution quality and consistency.

What We're Looking For

• Bachelor's degree preferred.
• At least 2–3 years of BPO experience, preferably in customer support, escalations, or operations.
• Experience as a Subject Matter Expert, Escalation Specialist, Senior Associate, or Team Support is highly preferred.
• Strong English communication skills (B2 minimum; C1 preferred).
• Strong analytical, problem-solving, and decision-making skills.
• Excellent attention to detail and confidence in handling complex or ambiguous situations.
• Experience with Zendesk or similar CRM/case management platforms.
• Willingness to work in a 24/7 rotating shift environment.

Applicant Privacy Notice & Consent

1. How We Use Your Data

When you apply for a position with us, Enshored, Inc. (Enshored) collects and processes your personal data to evaluate your suitability for employment. This includes reviewing your resume, references, and any details provided during interviews. Your data may also be shared with our authorized service providers who process data on our behalf, solely in connection with this recruitment activity.

2. Retention

If your application is successful, this data will become part of your personnel file. If we do not hire you at this time, we will keep your information on file for two (2) years for record-keeping and talent pool purposes.

3. Your Rights

You have the right to access, correct, or request the deletion of your personal data at any time by contacting our Data Protection Officer at ••••@enshored.com. To learn more about how we handle and protect your information, please read our full Applicant Privacy Notice.

Consent Statement

By submitting your application and resume through this job board, you expressly consent to the processing of your personal data for recruitment and hiring purposes as described above and in accordance with Enshored's Applicant Privacy Notice.