About the RoleWe’re seeking a Customer Support Escalation Specialist to resolve escalated support issues with warmth, professionalism, and speed. You’ll deliver compassionate, high-quality support by phone, chat, and email, helping reduce cancellations, turn negative experiences into positive ones, and ensure people feel truly cared for.
A background in mental health, counseling, nursing, or healthcare is especially valuable. Familiarity with hallucinogens or psychedelic-assisted therapy is a plus, as is experience supporting individuals in sensitive or emotionally charged situations.
What You’ll Do- Resolve escalated tickets and offer live phone support to de-escalate difficult situations.
- Proactively drive resolutions, reducing wait times and cancellations.
- Maintain and improve support templates, macros, and knowledge resources.
- Collaborate with Tier 1 agents and provide coaching to strengthen team performance.
What We’re Looking For
- Must be based in Ohio, USA.
- Part-time, Monday–Friday availability.
- Windows 10+ laptop/desktop and reliable high-speed internet (30 Mbps+ down / 5 Mbps+ up, with backup connection).
- Compassionate, clear communicator with problem-solving and technical skills.
- Experience in mental health, nursing, or healthcare preferred.
Why Join Us- Make a meaningful impact in people’s lives.
- Be part of a supportive, mission-driven team.
- Opportunities for growth as we expand our client care experience.
