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Robert Half Logo Robert Half · Customer Service

Customer Support / Escalations Specialist

United States, Oakland · Job Posted May 11, 2026
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Job Description

We are seeking a Customer Support / Escalations Specialist to handle complex customer issues, ensure timely resolutions, and provide a high level of service.

Job Responsibility

  • Respond to escalated customer concerns via phone, email, or chat
  • Investigate issues and coordinate with internal departments for resolution
  • Maintain detailed documentation of customer cases and outcomes
  • Identify recurring issues and recommend process improvements
  • Provide support to frontline team members on escalated matters
  • Ensure customer concerns are resolved in a timely and professional manner

Requirements

  • 2+ years of customer support or escalations experience
  • Strong de-escalation, problem-solving, and analytical skills
  • Ability to manage sensitive situations with professionalism and empathy
  • Experience with help desk, ticketing, or CRM systems preferred
  • Strong attention to detail and follow-through

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
  • free online training
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