Role responsibilities Resolve complex and escalated (Level 2) customer and store inquiries across phone, email, chat, and social media channels for U.S. and Canadian operations. Handle high-impact and sensitive cases, including claims, refund requests, invoice-related inquiries, gift card issues. Provide dedicated support for stores and customers, ensuring accurate and brand-aligned communication. Ensure strict SLA compliance, including rapid response and timely resolution of escalated issues. …