Support Escalations Specialist

About the role

As a Support Escalations Specialist, you will be an early member of our internal high-stakes response team. Internal Escalations are a critical component of what we do in Support. This isn't your standard customer support role. You will handle the most sensitive and high-risk cases that hit our ecosystem—cases that often have direct visibility from our executive leadership, legal, and product teams.

What you'll do

• Own and resolve complex escalations involving legal, financial, and executive-level sensitivities with a focus on empathy and extreme accuracy
• Act as a bridge and support conduit for our current vendor partners and our growing internal team, helping to document processes and workflows
• You won't just complete tickets. You’ll find out why they happened. You will conduct deep-dive investigations into systemic errors, poor agent behaviors and other gaps
• Maintain high-integrity data on every case you handle, helping to turn raw ticket information into insights that we share with Product and Engineering teams
• Partner directly with Product Support, Legal, Ad Ops, Developer Relations and more to provide updates on high-profile cases and emerging trends

What you need

• 5–9 yrs of experience
• Escalation handling
• Customer service
• BBA