Customer Support Representative Tier 2

What You'll Do
You will act as the Tier 2 of frontline customer support, owning complex financial disputes and delivering clear, confident resolutions in high-impact situations.
Lead resolution of complex billing discrepancies, unexplained charges, and refund requests through detailed system investigation and root cause analysis.
Serve as the primary escalation point for emotionally distressed or high-risk customer interactions, using advanced de-escalation and solution-focused communication.
Provide specialized support to senior and vulnerable members, ensuring clarity, empathy, and accuracy in resolving financial or technical concerns.
Conduct in-depth account audits across multiple systems to ensure accurate adjustments and prevent recurring issues.
Identify recurring billing errors and operational gaps; surface insights and recommendations to leadership to strengthen processes and reduce future escalations.
What We're Looking For
At least 1 year of experienc...