Company Description Hiring for a US Based D2C Healthcare brand.

Role Description

We are looking for a detailed, analytical, and customer-focused L2 Escalation Support Representative to join our support team. In this role, you will take ownership of tickets escalated from Tier 1, perform in-depth operational troubleshooting, and resolve high-severity customer friction. You will serve as the primary liaison between customer support and back-end technical or operations teams to deliver long-term solutions.

Key Responsibilities

- Escalated Issue Resolution: Take immediate ownership of escalated calls, emails, and chat tickets transferred from L1 support agents, taking them through to full resolution.
- Logistics & Carrier Coordination: Work directly with warehouse operations, and shipping carriers to track lost packages, address delivery exceptions, and file shipping claims.
- Concession & Exception Handling: Evaluate and execute policy exceptions—such as issuing store credit, high-value replacements,



appeasement discounts, or special refunds—balancing customer retention with company cost.
- Conflict De-escalation: Communicate directly with dissatisfied customers via phone, email, or chat with empathy, calm authority, and active listening to de-escalate sensitive situations.
- Cross-Functional Liaison: Coordinate with inventory, billing, fraud prevention, and vendor teams to resolve order holds, payment gateway flags, or stock discrepancies.
- L1 Coaching & Feedback: Provide feedback, guidance, and updated standard operating procedures (SOPs) to L1 agents to improve first-contact resolution and prevent unnecessary escalations.
- Trend Reporting: Track recurring escalation patterns (e.g., specific item defect rates, warehouse packing errors, carrier delay zones) and report actionable insights to CX Leadership.

📌 Escalation Specialist (E-commerce Background) (India)
🏢 BPRJ
📍 India