Customer Escalations Support Specialist II

Smart Circle International is a leading broker of outsourced sales and customer acquisition services. We help clients and independently owned and operated sales companies grow together through versatile in-person marketing and sales campaigns inside retailers, businesses and through door-to-door canvassing. We have corporate offices in Newport Beach and Toronto.

Position Overview and Impact:

We’re looking for someone who communicates clearly, stays composed under pressure, and genuinely enjoys helping others. As a Customer Support Specialist II, you’ll take the lead on resolving complex customer issues that require thoughtful investigation and collaboration across teams. You’ll work closely with internal partners to get to the root of each issue and ensure customers receive timely, respectful, and well-informed responses.

This role is about more than just solving problems, it’s about building trust, offering steady guidance in challenging moments, and making sure every customer feels heard and valued.

The Basics:

• Location: Remote (Work from Home)
• Compensation: $55,000-$70,000/year, commensurate with experience
• Travel: Up to 20%
• Reports to: Senior Director of Compliance

Primary Functions:

• Take ownership of escalated or complex customer inquiries and resolve them efficiently through phone, email, and live chat or text
• Collaborate with internal teams to investigate and resolve issues
• Maintain clear, detailed documentation of customer interactions, root causes, and resolutions
• Identify patterns in support cases and escalate recurring issues or inefficiencies
• Proactively suggest and help implement improvements to support workflows, tools, and documentation
• Contribute to internal knowledge bases and customer-facing help content
• Maintain a high level of product knowledge to provide accurate and helpful guidance
• Occasional weekend rotations

Qualifications and Expertise:

• 4+ years of experience in customer support, escalations, or a related client-facing role
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and professionally
• Proven track record of handling sensitive or high-pressure situations with empathy, composure, and sound judgment
• Proficient in using customer support platforms such as Zendesk, Salesforce, or Intercom
• Highly organized and detail-oriented, with strong problem-solving abilities
• Skilled at documenting processes, capturing case insights, and contributing to internal knowledge bases and team learning
• Weekend rotations
• Prior experience working with telecom companies, preferred
• Proficiency in Salesforce, Tableau, and/or other Customer Relationship Management (CRM) tools, preferred

Our Commitment:

Smart Circle International is passionate about creating an inclusive workplace that promotes and values diversity and celebrates differences. We are committed to creating an environment that fosters growth opportunities for all team members. Wherever practical, Smart Circle International wants team members in the position that best suits their unique abilities, interests, and skills, as well as our business needs. We strongly believe that bringing our team members’ diverse backgrounds, cultures, and perspectives together is the best way to serve our clients and the independent sales companies with which we work side by side.

Equal Opportunity Employer:

We believe in equal opportunity. Each team member is recruited, employed, evaluated, and considered for promotion without regard to race, color, national origin, age, sex, disability status, or any other protected characteristic under state or federal law. We will not tolerate discrimination or harassment based on any protected characteristic and expect all team members to treat others with dignity and respect.