Responsibilities
- Guide, oversee, and mentor Resolution Specialists to maintain consistent and efficient case management
- Perform routine case evaluations, quality audits, and performance feedback sessions
- Distribute and rank escalated cases according to urgency, risk level, and service-level agreement criteria
- Assist team members in managing complicated, delicate, or high-impact customer escalations
- Take part in recruiting, integrating, and training new Resolution Specialists
- Serve as the final escalation point for intricate or high-risk customer issues
- Ensure all resolutions comply with organizational policies, service contracts, and legal or compliance standards
- Evaluate and authorize proposed resolutions, including credits, refunds, or corrective steps, within defined authority limits
- Collaborate with cross-functional departments such as Customer Success, Finance, HR, QA, Legal, and Operations to resolve cases
- Maintain accurate records of escalations, investigation outcomes, and resolution actions in internal tracking systems
