Tier 2 Support Specialist

**Tier 2 Support Specialist** **Location:** Remote — must reside in Ohio, USA**Department:** Client Experience / Support**Schedule:** Part\-time, 20–32 hours per week; partial weekend availability is required **About the Role** As a Tier 2 Support Specialist, you will resolve escalated client issues with warmth, precision, and speed. You will serve as both a problem\-solver and client advocate—reducing resolution times, preventing cancellations, and helping every client feel cared for. This role also involves improving internal processes, coaching Tier 1 agents, and maintaining high\-quality communication standards that reflect our client’s commitment to excellent client care. **Key ResponsibilitiesEscalated Support** * Resolve escalated tickets in accordance with established quality standards, including accuracy, empathy, completeness, and appropriate documentation. * Provide live phone support to de\-escalate high\-stakes situations and help turn negative experiences into positive outcomes. * Gather the necessary information efficiently, anticipate likely follow\-up questions, and move cases toward resolution with minimal back\-and\-forth. * Take ownership of complex issues through resolution and communicate updates clearly to all appropriate parties. **Client Impact** * Deliver a level of service that consistently makes clients feel, “This company cares.” * Improve save rates on potential cancellations through empathetic, solutions\-oriented communication. * Repair difficult client experiences and reduce the likelihood of negative reviews through thoughtful, proactive support. **Communication and Quality Standards** * Maintain, update, and refine support templates and macros to ensure clarity, empathy, accuracy, and consistency. * Uphold SLA\-driven standards that make every client interaction feel knowledgeable, compassionate, and competent. * Communicate effectively across phone, email, and chat. **Knowledge Management** * Translate Source of Truth documents into clear, usable processes for Tier 1 agents. * Ensure Tier 1 agents have access to the right answers for the right questions, supported by measurable completion goals. * Document troubleshooting steps, resolutions, and best practices clearly and accurately. * Identify knowledge gaps and recommend updates to internal resources. **Coaching and Continuous Improvement** * Serve as a player\-coach by reviewing tickets, auditing quality, and sharing proactive feedback with the team. * Coach Tier 1 agents on communication, troubleshooting, documentation, and issue resolution. * Recommend workflow improvements and document best practices weekly. * Collaborate effectively with global and distributed team members. **Qualifications** * At least two years of customer service, technical support, or escalation\-handling experience. * Previous Tier 2, escalation, technical support, or customer\-retention experience. * Previous experience providing support by phone, email, and chat. *