E-Commerce Escalation Support Specialist, Tier 2 — Canada

Job overview

The E-Commerce Escalation Support Specialist, Tier 2 is a remote role for candidates based in Canada, with a Wednesday–Sunday schedule from 12:00 PM to 8:00 PM EST and occasional rotating weekend coverage. Compensation is not specified. Peak Support has operated as a fully remote organization since its founding. The specialist handles complex and sensitive member cases, resolves disputes and critical incidents, and supports Tier I representatives and team leads. The role helps protect member experience and the organization’s reputation through sound judgment, clear documentation, and coordination with internal partners.

What you'll do

• Handle complex, sensitive, and high-risk member cases by phone and email
• de-escalate difficult conversations
• investigate and resolve member disputes, payment escalations, critical incidents, and reputation-sensitive concerns
• guide Tier I representatives and team leads
• respond to designated public reviews
• collaborate with internal teams
• document decisions and flag recurring trends
• support other high-priority inquiries as needed.

What we're looking for

Skills & competencies

tier 2 escalation support

e-commerce support

member support

trust and safety

risk management

phone and email support

remote

canada-based

wednesday–sunday

12:00 pm–8:00 pm est

peak support

public reviews

payment disputes

Work arrangement

• Weekend coverage required

Benefits & perks

• The posting describes work-from-home convenience, an established organization, a remote-team culture, and opportunities for growth.

Why this role

The posting specifies work from home, Canada-based eligibility, and a Wednesday–Sunday schedule with occasional rotating weekends off.

About the employer

Peak Support LLC is hiring for this role. Industry: Other Business Service Centers (including Copy Shops). Sector: 56.