E-commerce Escalation Support Specialist (Tier II) — Remote, Canada

An e-commerce-focused support company is hiring a Tier II Escalation Support Specialist to handle complex, sensitive and high-risk customer cases by phone and email. You'll be the escalation point above frontline reps — resolving payment disputes, member complaints and reputation-sensitive situations with calm judgment and discretion. What you'll do - Manage complex, high-risk customer cases by phone and email - Investigate and resolve disputes, payment escalations and critical incidents - Review and respond to public reviews (e.g. Trustpilot and the Better Business Bureau) - Guide frontline reps and team leads on policy and exception requests - Collaborate across teams, document decisions and flag recurring trends What we're looking for - Experience in Tier II/escalation support, trust & safety, or risk management - Excellent written and verbal communication with a calm, confident phone presence - Strong judgment and discretion on sensitive, confidential matters - Skill in de-escalating emotionally charged situations - Strong investigation, documentation and organizational skills - E-commerce, payment-dispute or reputation-management experience is a plus - Based in Canada and available Wednesday to Sunday, 12:00–20:00 EST (rotating weekend coverage) How it works This is a full-time remote role based in Canada. Apply through iince — we review every application and, when you're a strong fit, introduce you directly to the hiring team.