Senior Resolution Advisor

Resident

. Independently manage and resolve the company’s highest-risk, most complex, and sensitive customer situations .

Posted 10/15/2026full-timeRemote • United StatesSenior💰 $27 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex customer escalations and high-stakes relationship management, utilizing strong written communication skills and independent judgment to balance customer advocacy with brand protection. Proficient in leveraging AI-assisted tools and CRM systems to drive operational excellence and enhance customer journeys.

Highest-signal resume keywords

Customer Escalation ManagementRegulatory Agency ExperienceAI-Assisted Tools ProficiencyCRM Tools ExpertiseIndependent Decision-Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AdvocacyComplex Problem SolvingOperational ImprovementCase DocumentationCross-Selling Strategies

Soft Skills

Excellent Written CommunicationEmotional IntelligenceDe-Escalation SkillsSelf-Starter Attitude

Tools & Technologies

CRM ToolsSlackZoomGoogle WorkspaceIntercom

Industry Keywords

Customer ManagementHigh-Stakes Relationship ManagementRegulatory InquiriesExecutive-Level EscalationsOperational Excellence

About the role

Key responsibilities & impact

Independently manage and resolve the company’s highest-risk, most complex, and sensitive customer situations
Own end-to-end, one-touch resolution across phone, chat, and email
Manage cases from initial escalation through final resolution
Handle regulatory inquiries and executive-level escalations
Balance customer advocacy, legal considerations, cost considerations, and brand reputation
Prepare executive-ready communications for customers, regulatory agencies, and senior leadership
Execute retention strategies through cross-selling, customer education, and strategic appeasements
Diagnose root causes, identify systemic issues, and recommend operational improvements
Collaborate autonomously with WGS, AI Enablement, CX/Ops, Finance, Accounts Payable, and Legal
Facilitate reimbursements, check issuance, alternative payment methods, and financial exceptions
Use AI tools and conversation context to resolve issues faster while applying human judgment
Ensure comprehensive case documentation and seamless escalations
Identify customer trends and process improvements to drive operational excellence and improve customer journeys

Requirements

What you’ll need

Must reside and be authorized to work within the United States
Open availability between 6:00 AM and 9:15 PM PST, including full availability on weekends
5+ years of progressive experience in customer-facing, client management, primarily in escalations, or high-stakes relationship management roles
3+ years of experience managing complex customer escalations
Proven independent judgment balancing customer advocacy with protecting the brand and business
Ability to de-escalate and resolve complex, emotionally charged situations live by phone and chat
Excellent written communication skills for polished responses to regulators or executives
Ability to serve as a cross-functional advocate and drive complex, high-stakes resolutions
Strong working fluency with AI-assisted tools
Mandatory proficiency with CRM tools, Slack, Zoom, Google Workspace, and ticketing software such as Intercom
Track record of sound, independent decision-making without close supervision
Comfortable working from home and being a self-starter
Experience handling regulatory agencies

Benefits

Comp & perks

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