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Escalation Agent Jobs (NOW HIRING)

StudyFetch

Support Agent

Beverly Hills, CA · On-site

$69K - $78K/yr

About the Role We're looking for an empathetic and detail-oriented Tier 2 Support Agent to join our ... Own Tier 2 support escalations, including complex technical or account-related issues * Investigate ...

Airspace

Agent Lead

OR · On-site +1

Manage the agent case queue in Salesforce for your two regions, triaging and routing escalations and maintaining accurate documentation Partner Across the Network Organization * Work closely with the ...

Milwaukee Tool

CX Agent II

Greenwood, IN · On-site

$14.75 - $19.75/hr

The CX Agent 2 role builds upon the foundational CX Agent 1 position and is responsible for ... Apply de-escalation techniques to resolve elevated customer concerns. * Exercise judgment to ...

Avelo Airlines, Inc.

Agent Manager

Houston, TX · On-site

$14.25 - $19/hr

Define the event surfaces, alert conditions, and action schemas that operations agents act upon; document decision logic and escalation trees for each deployed agent. * Implement human-in-the-loop ...

Milwaukee Tool

CX Agent I

Olive Branch, MS · On-site

$14 - $18.50/hr

CX Agent I Customer success is critical to the long-term success of our organization. The CX Agent ... Apply basic de-escalation techniques and seek guidance when handling elevated customer concerns.

Avelo Airlines, Inc.

Agent Manager

Houston, TX · On-site

$14.25 - $19/hr

Define the event surfaces, alert conditions, and action schemas that operations agents act upon; document decision logic and escalation trees for each deployed agent. * Implement human-in-the-loop ...

MyDigitalNomads

Customer Success Agent

$15.75 - $21.25/hr

Customer Success Agent As the first point of contact for our diverse customer base, you'll handle a ... Issue Escalation: Escalate unresolved issues and recurring trends to line managers, ensuring ...

Nordic

$20.75 - $26.75/hr

PORTAL SERVICE DESK AGENT I The Patient Portal Service Desk Agent is responsible for providing day ... problem escalation. They provide effective and timely resolution of users' problems, queries or ...

Level Up

Customer Service Support Agent

$15.75 - $21.25/hr

Customer Service - Support Agent LevelUp is a specialized agency offering premier outsourcing ... Escalations: Serve as first-line (L1) support, escalating and coordinating with internal teams to ...

Domestic & General

Customer Resolutions Agent

$22/hr

Customer Resolutions Agent Location: Remote - Anywhere in the United States Salary: $22.00 per hour ... Ensure positive customer outcomes for escalations, complaints, service requests, product ...

Domestic & General

Customer Resolutions Agent

$22/hr

Customer Resolutions Agent Location: Remote - Anywhere in the United States Salary: $22.00 per hour ... Ensure positive customer outcomes for escalations, complaints, service requests, product ...

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Escalation Agent information

What is an escalation agent?

Escalation Agents are customer service professionals who handle complex or difficult cases that require specialized attention beyond standard support. They manage situations where initial support representatives are unable to resolve a customer's issue, often dealing with complaints, disputes, or urgent matters. Escalation Agents work to find satisfactory solutions, maintain customer satisfaction, and ensure issues are resolved promptly. Their role requires strong problem-solving, communication, and conflict-resolution skills.

How does an escalation agent typically collaborate with other departments to resolve complex customer issues?

As an Escalation Agent, you frequently act as a bridge between the customer and various internal teams, such as technical support, product management, and operations. You’ll gather detailed information from customers, coordinate with subject matter experts, and facilitate communication to ensure a swift and effective resolution. This role requires strong interpersonal skills and the ability to manage multiple stakeholders, as you’ll often need to advocate for the customer while balancing company policies. Regular meetings and status updates with other departments are common, making teamwork and clear communication crucial for success.

What are the key skills and qualifications needed to thrive as an escalation agent, and why are they important?

To thrive as an Escalation Agent, you need strong problem-solving abilities, in-depth product or service knowledge, and prior experience in customer support or conflict resolution. Familiarity with ticketing systems, CRM platforms, and escalation management tools is typically required, and industry certifications like ITIL can be advantageous. Exceptional communication, patience, and emotional intelligence help navigate complex situations and de-escalate frustrated customers. These skills and qualities are essential for efficiently resolving high-priority issues and maintaining customer trust.

What are popular job titles related to Escalation Agent jobs?

For Escalation Agent jobs, the most frequently searched job titles are:

Escalation Agent jobs near you

Support Agent

Beverly Hills, CA • On-site

StudyFetch
See more jobs at StudyFetchexternal

$69K - $78K/yr

Full-time

Medical, Dental, Vision, Retirement

Posted 24 days ago

Job description

About Studyfetch
StudyFetch is a technology company building AI-native learning products: StudyFetch for students and Honen for workforce training. Together, they connect education with real-world readiness across every stage of learning.
About the Role
We're looking for an empathetic and detail-oriented Tier 2 Support Agent to join our Live Ops team and handle escalated customer issues across our platform. In this role, you'll act as a bridge between front-line support and engineering/product teams, resolving complex cases, identifying patterns, and ensuring high-touch support for issues that require deeper investigation or prioritization.
Key Responsibilities
  • Own Tier 2 support escalations, including complex technical or account-related issues
  • Investigate, troubleshoot, and resolve problems across mobile, web, and backend systems
  • Identify trends or recurring bugs and flag them to Product & Engineering teams
  • Provide clear, professional, and empathetic written responses to customers
  • Collaborate with Tier 1 agents to ensure efficient handoffs and consistent support
  • Assist with documentation and knowledge base improvements based on common issues
  • Track tickets in tools like Intercom and Linear and ensure SLAs are met
  • Provide feedback to improve tools, workflows, and the overall support experience

What We're Looking For
  • 2-4 years of experience in customer support, technical support, or live ops
  • Experience handling escalations or working in a Tier 2 or similar support role
  • Excellent communication skills (written and verbal) with a focus on clarity and empathy
  • Strong problem-solving abilities and a proactive, solutions-oriented mindset
  • Ability to stay calm under pressure and manage multiple escalations at once
  • Familiarity with support tools (Intercom, Zendesk, Jira, Linear, etc)
  • Bonus: Experience supporting a SaaS, EdTech, or consumer-facing product

What We Offer
  • $69,000 - $78,000 Base Salary
  • 100% employer paid Medical, Dental, and Vision Insurance
  • 75% dependent coverage
  • 401(k) with employer matching
  • Daily team dinner provided in-office
  • A high-growth, mission-driven team focused on transforming how students learn

Apply