Job Summary
The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution. This role ensures customer satisfaction, protects company interests, and works closely with cross-functional teams to resolve issues efficiently while maintaining service quality standards.
Key Responsibilities
- Handle customer escalations referred by Customer Success Managers, Support, or Operations teams
- Investigate complex service, billing, performance, or compliance-related concerns
- Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions
- Document cases, findings, and resolutions accurately in internal systems
- Recommend corrective actions and process improvements to prevent repeat issues
- Ensure resolutions are aligned with company policies, contracts, and service agreements
- Monitor resolution timelines and ensure cases are closed within agreed SLAs
- Escalate high-risk or sensitive issues to management when necessary
Qualifications
- At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling
- Strong written and verbal communication skills
- Excellent problem-solving and analytical abilities
- Ability to remain calm, professional, and objective in high-pressure situations
- Strong attention to detail and documentation skills
- Experience working on-site in a fast-paced operations environment
Skills & Competencies
- Conflict resolution and de-escalation
- Customer-centric mindset with firm boundary setting
- Time management and prioritization
- Cross-functional collaboration
- Policy and contract interpretation
- CRM and ticketing system proficiency