Email and Chat Support for Healthcare Tier 2 (Escalations )

Salary Offer - Php 30,000 - 35,000

Role Overview

Motivated is hiring Tier 2 Support Specialists or Escalations to join our customer support team. This is a senior support role: Tier 2 specialists handle escalated cases that require independent judgment, billing exceptions, delivery issues, and de-escalating upset customers, working within a defined playbook rather than routing every non-standard case elsewhere. The goal is for most escalations to be resolved at this level, with management involved only for true exceptions.

Primary Support Channels

● Chat

● Email

● Support Tickets

Key Responsibilities

• Resolve escalated support cases independently.
• Review account history and transaction details.
• Handle multiple customer concerns accurately.
• De-escalate frustrated or upset customers.
• Communicate clearly and set proper expectations.
• Follow support and escalation procedures.
• Identify recurring issues and suggest improvements.
• Work rotating shifts in a 24/7 support environment.
• Coordinate case handoffs with Tier 1 and internal teams.

Case Documentation & Compliance

● Maintain accurate, complete case notes covering the concern, investigation, actions taken, and resolution or escalation.

● Follow Motivated's privacy, security, and confidentiality requirements, including applicable HIPAA obligations when handling customer health information.

Requirements

● Handled Healthcare Account or worked with Escalations or Tier 2

● At least 3-4 years of experience in customer support, preferably in email, chat, or ticket-based support, ideally including escalations or complex-case handling.

● Experience working as Tier 2 or Escalation team.

● Excellent written and spoken English.

● Strong independent judgment, critical thinking, and problem-solving skills, comfortable making decisions, Strong common sense.

● Comfortable taking ownership and responsibility for sensitive customer interactions and system access.

● Experience using CRM or ticketing platforms such as Zendesk, Kustomer, Front, Gorgias, Freshdesk, Salesforce, Intercom, or similar systems.

● Able to work rotating 8-hour shifts, including nights and weekends, as part of 24/7 coverage.

Preferred / Nice to Have

● Experience in healthcare, telehealth, subscription/e-commerce, SaaS, fintech/insurance, or other regulated/process-sensitive support environments.

Work Arrangement

● Location: on-site

● Coverage: 24/7, via three 8-hour shifts per day; agents rotate shifts on a weekly basis.