About the Job

The CS Operations Specialist is a Tier 2 expert responsible for handling sensitive and complex cases that require deeper investigation, judgment, and cross-functional collaboration. This role also acts as a quality anchor — supporting in QA audits, feedback loops, and calibration with both in-house and outsourced teams. They serve as the bridge between frontline operations and process excellence, ensuring that escalations are resolved fairly, quality is upheld, and both customer and brand integrity are protected.

Main Responsibilities

• Handle Tier 2 Escalations: Investigate and resolve sensitive, high-priority cases, including safety incidents, legal or chargeback disputes, and executive or social media escalations within SLA targets.
• Cross-Functional Collaboration: Partner directly with Legal, Safety, Finance, and Policy teams to navigate complex case investigations and protect brand integrity.
• Drive Quality Assurance: Conduct QA audits on high-priority queues, lead internal calibration sessions, and ensure consistent scoring standards across in-house and outsourced teams.
• Provide Feedback & Coaching: Deliver structured, actionable feedback to agents and team leads, tracking repeat quality trends to trigger retraining or SOP updates.
• Optimize Processes & Playbooks: Identify workflow gaps, recommend process fixes, and actively update internal knowledge bases and escalation playbooks.
• Subject Matter Support: Serve as an operational anchor by offering ad-hoc support on complex cases, participating in weekly quality syncs, and providing coverage during surges.

About You

• You have experience in Tier 2 customer support, handling safety cases, escalation management, or operational QA.
• You have strong problem-solving ability with sound judgment for handling sensitive, legal, or safety-related incidents.
• You have excellent written and verbal communication skills, with advanced English proficiency required to collaborate effectively across cross-functional teams and clients based in the UK/IE.
• You are able to identify operational friction, write clear documentation, and continuously improve agent workflows.
• You are a highly organized individual contributor capable of prioritizing complex cases under SLA pressure in a fast-paced environment.
• You are willing to work shifts (including overnight shifts) and weekends.

Why you’ll love it here

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as we succeed, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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