Title: Support Escalation Specialist
Location: MPK or Austin, TX (Hybrid)
Compensation: $18 – $25 hourly
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
 
Support Escalation Specialist

Summary

• Own and resolve high-priority escalations related to account access, hacking, impersonation, and premium partner support.
• Spend approximately 80% of time in ticket/escalation management and 20% supporting strategic projects.
• Conduct root-cause analysis (RCA) to identify trends, mitigate recurring issues, and improve operational processes.
• Collaborate across cross-functional and international teams, maintaining strong stakeholder communication.
• Provide high-touch support for premium users/partners while balancing speed, accuracy, and user experience.
• Contribute over time to AI model evaluation and improvement efforts by identifying support gaps and recommending enhancements.

Must-Have Skills

• Escalation Management & Complex Case Resolution
• Experience handling high-volume or sensitive escalations end-to-end.
• Ability to investigate, triage, and resolve account/user issues under pressure.
• Root-Cause Analysis (RCA) & Problem Solving
• Experience identifying patterns, analyzing ambiguous issues, and proposing long-term fixes.
• Cross-Functional Communication & Stakeholder Management
• Strong communication with internal teams and external users/partners.
• Comfortable coordinating across regions and functions.
• Operations / Customer Support Experience (1–3 years)
• Fast-paced operations, support, trust & safety, partner support, platform operations, or startup environments.
• Bachelor's degree (preferred background)
• Business, Science, Engineering, Economics, or related field.

 
Nice-to-Have Skills

• AI/ML evaluation, QA, or model performance review
• Data analysis and reporting (Sheets, dashboards, SQL)
• Trust & Safety / Content Moderation / Account Integrity Operations
• Experience supporting premium users, creators, partners, or high-touch customer segments

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay
• 401(k) Retirement plan
• …and much more!

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
 
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
 

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