Customer Resolution Agent

About The Role At LoadUp, we're not just fixing problems. We're helping people through moving days, cleanouts, and life transitions that matter to them. When something doesn't go as planned, our Customer Resolution Agents step in. You'll be the calm, caring voice that listens first, takes ownership, and sees every issue through to a resolution that leaves customers and Loaders feeling heard, respected, and confident in LoadUp. This is a full-time role. Responsibilities Own customer and Loader concerns from first contact to final resolution across phone, text, chat, and email, making sure no one feels passed along or forgottenLead with empathy, actively listening to understand the full situation and the emotions behind it before moving to solutionsDe-escalate tense or emotional conversations with patience, professionalism, and a genuine desire to make things rightInvestigate service issues, damage claims, billing disputes, and complaints, gathering the facts needed to reach fair, well-reasoned outcomesUse sound judgment to resolve issues within established guidelines, including service recovery options such as credits, refunds, or re-serviceFollow up proactively and keep customers informed, setting clear expectations and following through on every commitmentDocument each case thoroughly and accurately, maintaining clear records of the issue, actions taken, and outcomeIdentify root causes and recurring trends, and share insights that help prevent future issues and strengthen the customer experienceUphold LoadUp's brand values in every interaction, especially the difficult ones What You'll Bring Genuine empathy and emotional intelligence, with the ability to understand a customer's perspective and make them feel truly heardA calm, steady presence under pressure and the resilience to handle challenging conversations without taking them personallyStrong problem-solving and critical-thinking skills, with the judgment to balance customer satisfaction with fairness and company guidelinesA strong sense of ownership: you see issues through to the end and don't consider a case closed until the customer is taken care ofExcellent verbal and written communication skills, including the ability to explain outcomes clearly and tactfully, even when the answer isn't what the customer hoped forExperience in customer service, conflict resolution, claims, or escalations preferredStrong organization and attention to detail, with the ability to manage multiple open cases at onceTech-comfortable and coachable, with a willingness to learn new platforms and a team-first attitude in a feedback-rich cultureHigh school diploma or GED required; college experience is a plusOpenness to evening and weekend availability Benefits Competitive compensationHealth & wellness coverageGenerous paid time off401(k) with 5% company matchMonthly lifestyle stipends, employee recognition programs, and referral bonuses About LoadUp LoadUp is a tech-powered, on-demand junk removal and home services platform, connecting individuals and businesses nationwide with a vetted network of local providers for removal, disposal, assembly, and hourly labor. Founded in 2014 to replace hidden fees and vague pricing with real-time, upfront pricing and dependable local pros, LoadUp is now one of the largest platforms of its kind in the country — named to Inc.'s 5000 Fastest-Growing Companies list and certified as a Great Place to Work® since 2019. Location Onsite | Alpharetta, GA (Metro Atlanta)