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 teamsInvestigate complex service, billing, performance, or compliance-related concernsCommunicate professionally with customers to clarify issues, manage expectations, and provide resolutionsDocument cases, findings, and resolutions accurately in internal systemsRecommend corrective actions and process improvements to prevent repeat issuesEnsure resolutions are aligned with company policies, contracts, and service agreementsMonitor resolution timelines and ensure cases are closed within agreed SLAsEscalate high-risk or sensitive issues to management when necessaryQualifications
At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handlingStrong written and verbal communication skillsExcellent problem-solving and analytical abilitiesAbility to remain calm, professional, and objective in high-pressure situationsStrong attention to detail and documentation skillsExperience working on-site in a fast-paced operations environmentSkills & Competencies
Conflict resolution and de-escalationCustomer-centric mindset with firm boundary settingTime management and prioritizationCross-functional collaborationPolicy and contract interpretationCRM and ticketing system proficiency