Senior Resolution Advisor

About the role

The Sr. Resolution Advisor independently manages and resolves the company's highest-risk, most complex, and sensitive customer situations. This role provides end-to-end, one-touch resolution for cases that exceed the scope of Tier 2 and Escalation Specialists, managing each case from initial escalation through final resolution across all communication channels, including phone, chat, and email. Responsibilities include handling regulatory inquiries, collaborating with legal entities and internal stakeholders, and managing executive-level escalations with sound judgment, discretion, and a strong focus on risk mitigation and delivering one-touch resolution that customers can trust. The Sr. Resolution Advisor balances customer advocacy, legal considerations, cost considerations, and brand reputation while driving timely, thoughtful resolutions. The Advisor is empowered to make critical business decisions independently, influence cross-functional teams, identify systemic business issues, and recommend operational improvements that reduce future escalations. Cases are assigned to this role when they require expanded authority, cross-functional ownership, elevated business judgment, or organizational visibility beyond the scope of Tier 2. The Sr. Resolution Advisor balances customer advocacy with legal exposure, cost considerations, and brand reputation to deliver timely, fair, and well-considered resolutions. This role requires the autonomy to make independent decisions and the influence to drive alignment and action among cross-functional partners. Beyond individual case resolution, the advisor identifies systemic issues and recommends operational improvements to prevent future escalations. AI tools are leveraged to improve efficiency and effectiveness, complemented by the empathy, critical thinking, and negotiation skills needed to turn high-stakes customer interactions into lasting loyalty.

Responsibilities

• Own the full resolution lifecycle across voice, chat, and email, managing high-stakes and sensitive cases from start to finish to ensure a seamless and personalized experience.
• Evaluate customer situations through the lens of customer experience, operational risk, legal exposure, financial impact, and brand reputation to determine the most appropriate business outcome.
• Prepare executive-ready and brand-aligned written communications for customers, regulatory agencies and senior leadership.
• Execute proactive retention strategies by utilizing cross-selling, customer education, and strategic appeasements to drive long-term value and reduce cancellations.
• Exercise sound discernment by applying company policy with empathy, identifying critical moments to extend grace versus when to stand firm to protect the brand's reputation and bottom line.
• Diagnose root cause in real time during the interaction — process gap, product defect, policy gap, AI/automation gap, or agent error — and share findings with Leadership for escalation to CX and Ops as needed.
• Draft executive-caliber written responses for escalated cases when a live channel isn't available or appropriate.
• Act as a liaison and collaborate autonomously with cross-functional partners (WGS, AI Enablement, and CX/Ops) via internal communication channels to expedite resolutions without the need for managerial oversight.
• Partner with Finance and Accounts Payable to facilitate manual reimbursement requests, check issuance, alternative payment methods, and financial exceptions when standard refund methods are not feasible.
• Partner with Legal to assess complex customer matters requiring legal guidance, policy interpretation, or elevated business judgment, ensuring decisions align with company standards and risk management practices.
• Use AI tools and full conversation context (e.g., Tier 1 handoffs) to resolve issues faster and in fewer touches; apply human judgment to empathy, negotiation, and every exception.
• Ensure comprehensive documentation for any cases requiring escalation or further handling, prioritizing seamless transitions that eliminate the need for customers to restate information.
• Identify and communicate recurring customer trends, root causes, and opportunities for process improvement to leadership, helping drive operational excellence and continuous enhancement of the customer experience.
• Partner cross-functionally to improve customer journeys, operational processes, automation effectiveness, and knowledge resources by identifying trends and insights from complex customer interactions.
• Exercise sound business judgment to identify customer situations requiring executive visibility or cross-functional support, partnering with leadership to ensure timely, consistent, and customer-focused resolutions.

Requirements

• 5+ years of progressive experience in customer-facing, client management, primarily in escalations, or high-stakes relationship management roles, demonstrating increasing levels of responsibility, sound judgment, and ownership of complex customer situations.
• 3+ years of experience managing complex customer escalations.
• Proven independent judgment that balances customer advocacy with protecting the brand and the business; comfortable making the harder call when the situation demands it.
• Demonstrated ability to de-escalate and resolve complex, emotionally charged situations live by phone and chat, not only in writing.
• Excellent written communication able to produce a polished, composed response to a regulator or executive with minimal editing.
• Demonstrated ability to serve as a cross-functional advocate, proactively partnering across different teams to champion customer needs and drive complex, high-stakes resolutions.
• Strong working fluency with AI-assisted tools as real-time research and drafting aids.
• Mandatory proficiency with a modern customer service tech stack, including CRM tools, Slack, Zoom, Google Workspace, and ticketing software (e.g., Intercom).
• Track record of sound, independent decision-making without close supervision.
• Comfortable and familiar with working from home and being a self-starter.
• Experience handling 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

Benefits are reviewed regularly and may be updated from time to time.

Pay

The hourly pay range for this position is $26.50 - $31.00. Compensation considers a wide range of factors including background, skills, qualifications, experience, geographic location, and other non-discriminatory factors. This role might be eligible for discretionary bonuses or commission payments.

Schedule

This is a remote opportunity; you must reside and be authorized to work within the United States. Candidates are required to have open availability between 6:00 AM and 9:15 PM PST, including full availability on weekends.