Support Specialist

📋 Description

• Provide direct support to escalated Tier 3 customers and drivers.
• Handle VIP/executive escalations with urgency and discretion.
• Support retention after critical issues to reduce churn.
• Investigate and resolve complex/high-risk inquiries.
• Own issues end-to-end: investigate, coordinate, follow-up.
• Use sound judgment when policies are unclear.

🎯 Requirements

• Bachelor's degree or equivalent experience.
• 2+ years in a Tier 3 role handling complex issues.
• Strong investigation, problem-solving, judgment, and decision-making.
• Strong written and verbal communication; professional in sensitive interactions.
• Fluency in English and Spanish preferred.
• Ability to interpret/apply policies and escalate when needed.

🎁 Benefits

• Medical/Dental/Vision Insurance (for full-time).
• 401(k) Retirement Savings Plan.
• 25% employee discount & FAM Membership.
• Vacation and Sick Time for eligible employees.
• EAP through AllOne Health.