What are the three tiers of escalation and when should they be used?

Last Updated:

June 26, 2025

  • Tier 1 – Everyday issues like login trouble, navigation, or redemptions. Handled by Care Champion.
  • Tier 2 – Strategic concerns like onboarding friction, employer complaints, or billing disputes. Escalate to Success Partner.
  • Tier 3 – Urgent platform issues, data/privacy concerns, or PR/legal risk. Escalate immediately to Leadership.

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