Escalation Support Specialist (Junior)

Sophiesociety • East Amwell Township, NJ

63d

About The Position

We’re looking for a detail-oriented and proactive Escalation Support Specialist (Junior) to help manage client escalations efficiently and keep communication consistent across teams. This is a junior-level position, ideal for someone organized, communicative, and eager to grow within a fast-paced Amazon PPC agency. About the Role As an Escalation Support Specialist, you’ll be the first point of contact for client escalations - making sure clients feel heard, informed, and supported while internal teams work on solutions. You’ll collaborate closely with Pod Leaders, Amazon PPC Specialists, and Account Managers to collect context, track updates, and communicate clearly. Your role bridges communication between clients and internal teams, ensuring that nothing slips through the cracks.

Requirements

• Excellent written English and ability to communicate in a professional yet empathetic tone.
• Experience with Amazon PPC is required - you understand campaign structures, metrics, and basic account performance data.
• Strong attention to detail and the ability to summarize complex information clearly.
• Highly organized, responsive, and comfortable managing multiple priorities.
• A self-starter who works well independently but communicates proactively.

Nice To Haves

• Previous experience in customer service, client support, or account coordination is a plus.

Responsibilities

• Send the first acknowledgment message to clients when an escalation is received.
• Coordinate with Amazon PPC specialists and internal teams to gather all necessary context and updates.
• Draft clear, empathetic follow-up responses that summarize findings and outline next steps.
• Prepare detailed escalation briefs that include: A summary of the issue
• Key client background (refunds, free services, account transfers, etc.)
• Notes from past communications or relationship history
• Relevant Amazon PPC data or performance insights
• Share briefs with Squad Leaders and help organize escalation calls when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees