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

US Tech Solutions • San Diego, CA

9h • Hybrid

About The Position

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.

Requirements

• 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.
• Customer Support
• Hardware troubleshooting
• Analytical skills
• Insights

Nice To Haves

• 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.

Responsibilities

• Monitor and manage escalation queues, coordinating with Tier 3 agents and full-time support teams to ensure timely and effective case resolution.
• Provide strategic insights and recommendations on escalation handling, appeasement strategies, and safety protocols, aligning with organizational guidance.
• Prepare, maintain, and present dashboards and reports on safety metrics, escalation trends, and process effectiveness to drive continuous improvement.
• Partner with Safety Operations and cross-functional teams to conduct deep-dive investigations, root-cause analysis, and risk mitigation initiatives.
• Support process design and documentation, including case workflows, safety reporting standards, and operational playbooks.
• Collaborate with content, training, and analytics teams to ensure knowledge base, support tools, and agent guidance are optimized for safety and efficiency.
• Contribute to scaling global processes, including support for multiple products, geographies, and languages, ensuring alignment with strategic objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level