Responsibilities
- Guide, oversee, and mentor Resolution Specialists to maintain reliable and efficient handling of customer cases
- Perform routine evaluations of case outcomes, assess quality, and deliver performance feedback
- Distribute and rank escalated cases according to urgency, potential impact, and service level commitments
- Assist team members in managing complicated, delicate, or critical customer escalations
- Take part in recruiting, integrating, and training new Resolution Specialists
- Serve as the final escalation point for particularly challenging or high-stakes customer issues
- Ensure all resolutions comply with organizational policies, service terms, and regulatory standards
- Evaluate and authorize proposed resolutions, including credits, refunds, or corrective steps, within defined limits
- Collaborate with departments such as Customer Success, Finance, HR, QA, Legal, and Operations to resolve cases effectively
- Maintain precise records of escalations, investigation results, and resolution actions in internal tracking systems
