💼 About This Role

You'll lead and coach a team of Resolution Specialists handling complex customer escalations and high-risk cases. Your core impact is ensuring timely, high-quality resolutions while applying company policies consistently. This role stands out as the final escalation point, coordinating with cross-functional teams to resolve sensitive customer issues and driving team performance through coaching.

🎯 What You'll Do

• Lead, supervise, and coach Resolution Specialists on case handling
• Assign and prioritize escalated cases based on urgency and SLA
• Review and approve resolution recommendations within authority limits
• Coordinate with cross-functional teams to resolve complex cases

📋 Requirements

• 3–5 years of experience in customer escalations, dispute resolution, or customer operations
• 1–2 years of people management or team lead experience
• Strong understanding of customer service policies, contracts, and dispute resolution practices

✨ Nice to Have

• Experience in hiring, onboarding, and training new specialists
• Familiarity with quality checks and performance coaching

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Team Lead Assessment· 60 min