Senior Resolution Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage and resolve the company's most complex, high-risk, and sensitive customer situations independently.

• Ensure end-to-end, one-touch resolution through phone, chat, and email channels.

• Assess situations considering customer experience, operational risk, legal exposure, financial impact, and brand reputation.

• Prepare communications suitable for executives, regulatory agencies, and senior leadership.

• Implement retention strategies through cross-selling, customer education, and strategic appeasements.

• Apply company policies with empathy while maintaining brand integrity and profitability.

• Identify root causes such as process gaps, product defects, policy shortcomings, AI/automation limitations, and agent errors.

• Collaborate independently with cross-functional partners, including WGS, AI Enablement, and CX/Ops.

• Work alongside Finance and Accounts Payable on reimbursements, checks, alternative payments, and financial exceptions.

• Collaborate with Legal on intricate matters requiring legal guidance or policy interpretation.

• Utilize AI tools and conversation context to expedite issue resolution while exercising human judgment.

• Thoroughly document escalated cases to ensure smooth transitions.

• Recognize recurring trends, root causes, and opportunities for process improvement.

• Enhance customer journeys, operational processes, automation efficiency, and knowledge resources.

• Identify cases that need executive attention or cross-functional support.

⛳️ Requirements

• Must reside in and be authorized to work in the United States.

• Open availability from 6:00 AM to 9:15 PM PST, including full weekend availability.

• Over 5 years of progressive experience in customer-facing roles, particularly in escalations or high-stakes relationship management.

• At least 3 years of experience managing complex customer escalations.

• Proven ability to exercise independent judgment, balancing customer advocacy with brand and business protection.

• Capable of de-escalating and resolving complex, emotionally charged situations in real-time via phone and chat.

• Exceptional written communication skills for creating polished responses to regulators or executives.

• Ability to act as a cross-functional advocate and navigate complex, high-stakes resolutions.

• Strong proficiency with AI-assisted tools for real-time research and drafting purposes.

• Required proficiency with CRM tools, Slack, Zoom, Google Workspace, and ticketing software like Intercom.

• Proven track record of sound, independent decision-making without close supervision.

• Comfortable working from home and demonstrating self-starter qualities.

• Experience dealing with regulatory agencies.

🏝️ Benefits

• Competitive Pay

• Health, Vision & Dental Insurance

• 401K

• Generous Paid Time Off

• Wellness benefits

• Generous Communications Allowance

• Awesome product discount and company swag

• Discretionary bonuses or commission payments may be available