Customer Support Operations Specialist (Safety Ops, Escalations Mgmt.)

Job Description:

• We are seeking an experienced Customer Support Operations Specialist to join our Safety Operations team, focusing on escalations management and operational excellence for hardware devices team.
• In this role, you will drive insights, reporting, and process improvements to enhance customer safety and experience, collaborating closely with cross-functional teams including Tier 3 support, product, analytics, and content teams. You will operate in a fast-paced, global environment supporting millions of users and hundreds of hardware products, directly contributing to operational strategy, safety compliance, and escalation resolution.

Responsibilities:

• Serve as the point of escalation for customer support agents (Tier 2/3), ensuring complex cases are resolved effectively and within policy.
• Monitor and manage escalation queues, coordinating with support agents and cross-functional stakeholders (engineering, product, operations, legal, compliance).
• Conduct deep-dive investigations, root-cause analysis, and risk mitigation initiatives to address complex or safety-sensitive cases.
• Provide strategic insights and recommendations on escalation handling, customer appeasement, and compliance alignment.
• Document, track, and report on escalated cases, preparing dashboards and metrics to identify trends and drive continuous improvement.
• Act as a bridge between frontline operations and internal decision-makers, ensuring alignment and timely case closure.
• Support process design and documentation, including workflows, escalation standards, and operational playbooks.
• Collaborate with content, training, and analytics teams to optimize knowledge bases, tools, and guidance for agents.
• Contribute to scaling global support processes across products, regions, and languages.

Experience (Mandatory):

• 3+ years in Customer Support Operations, Escalations Management, or Safety Operations, preferably in hardware, biotech, or medical device environments.
• 3+ years of experience with hardware troubleshooting, technical support, or operational processes.
• Strong analytical skills, with hands-on experience creating dashboards, KPI reports, and operational metrics for safety and compliance.
• Excellent communication and stakeholder management skills, with experience presenting insights to senior leaders.

Experience (Desired):

• Experience supporting large-scale, multi-product, multi-geography hardware support operations.
• Familiarity with customer experience metrics (CSAT, NPS) and initiatives to improve self-service and agent-assisted support outcomes.
• Knowledge of regulated device environments and safety compliance standards.
• Experience with knowledge management systems, training content, or multimedia support resources.
• Demonstrated ability to influence processes, drive operational excellence, and deliver measurable ROI in a complex support organization.

Education:

• Bachelor s Degree or equivalent experience.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.