Resolution Specialist

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