• Respond to complex and high-priority customer contacts across email, phone, and chat, applying sound judgment to drive resolution. • Manage escalations from internal teams, executive channels, and public-facing platforms such as X, Instagram, and Facebook. • Manage escalated contacts involving high-value or VIP collectors, ensuring sensitive issues are handled with discretion, urgency, and consistent executive-level support expectations. • Monitor social channels for brand- or exec-tagged posts, engaging publicly or via DM using assigned tools to resolve issues quickly and professionally. • Support daily service operations by flexing across regions to help stabilize global coverage during periods of high volume. • Provide peer-level guidance to Tier 1 agents, supporting workflow continuity and reinforcing best practices across shifts. • Maintain up-to-date knowledge of product releases, collector policies, and tooling to deliver accurate and timely support. • Identify, quantify, and escalate emerging or systemic issues impacting the collector experience. • Document all case activity thoroughly in support platforms to ensure clear handoffs and visibility. • Execute administrative tasks including refunds, returns, and stock allocations in accordance with regional policy. • Participate in process improvement efforts, providing feedback and insight to help evolve tools, workflows, and policies.