Customer Support Specialist (Escalations)

Customer Support Specialist (Escalations)

Boutique Rugs · 100% Remote · Full-Time

Location: Remote - work from anywhere

Hours: Monday–Friday, 9:00 AM–5:00 PM EST

Department: Customer Support

Compensation: Competitive, paid in USD

Who We Are

Boutique Rugs is a leading direct-to-consumer brand offering high-quality, on-trend, and affordable rugs and home décor across the US and beyond. With 15+ years of experience and headquarters in Calhoun, Georgia, we're known for a huge selection and for customer reviews we're genuinely proud of. Delivering an outstanding customer experience isn't a department here; it's the whole point.

About the Role

This is not a standard, first-contact support role. You'll be our second line; the person our front-line team turns to when a case is too complex, too sensitive, or too high-stakes to resolve on their own.Your job is to make the right call and get the customer to a great outcome. That means reading each situation, deciding how we resolve it, and then guiding the front-line agent on exactly what to do and say. It's a role built on judgment, clear writing, and sound decision-making far more than following a script.You don't need to know anything about rugs to start. We'll teach you all of that. What matters is how you think.

What You'll Do

• Own the hard cases. Take on escalated complaints the front-line team can't resolve alone; product complaints, damage and return disputes, high-value orders, and unhappy or at-risk customers. Investigate, weigh the context, and decide the right resolution.
• Coach the front-line team. Guide our first-line agents on how to handle each case; the decision and the wording, so customers get a fast, consistent, on-brand answer. This is the heart of the role, and it's mostly written.
• Read the customer, adjust the response. Balance genuine empathy with sound business judgment. Every case is different; the right answer depends on the customer, their history, and the situation.
• Coordinate to the finish. Work with suppliers, logistics, and product teams to resolve intricate cases end to end, and track every case to a clean close.
• Resolve responsibly. Make customers happy with solutions that are fair to them and sustainable for the business.
• Work alongside AI. Use our internal AI assistant to draft and speed up your work. You own the judgment, the tool accelerates it.

What We're Looking For

• Outstanding written English. Clear, warm, precise writing is your core daily output.
• Strong judgment. You're comfortable in complex decision-making areas and can make and explain a sound decision without a script in front of you.
• Support experience. A proven track record in customer support, ideally including escalations or complex-case work, and preferably in e-commerce or D2C retail.
• Composure under pressure. You de-escalate angry or high-stakes situations with care.
• Coachable and quick to learn. You take feedback well, ask good questions, and pick up new processes fast.
• AI-fluent. Active experience using AI tools (Claude, ChatGPT, and similar) to sharpen your daily work is a strong advantage.
• Tech-comfortable. You adapt quickly to new software and ticketing tools.
• Schedule alignment. You can reliably work US business hours (Monday–Friday, 9:00 AM–5:00 PM EST), wherever you're based.

What We Offer

• Competitive compensation, paid in USD.
• 100% remote
• Paid time off: 12 days of annual leave, plus 4 paid days for US national holidays.
• Winter heating allowance
• Mobile & internet allowance
• Private health insurance support

How We Hire

Our process is built to see how you think. Expect a short written exercise and a couple of real-world scenario discussions. No trick questions, and no rug knowledge required.

Job Type: Full-time

Pay: 50,000.00TRY - 65,000.00TRY per month

Work Location: Remote