Job Description

The Team Leader - Resolutions oversees the Resolution Team and is accountable for the effective handling of customer escalations, complex service issues, and high-risk cases. This role ensures consistent application of company policies, timely case resolution, and high-quality customer outcomes while leading, coaching, and developing Resolution Specialists.

Key Responsibilities

• Lead, supervise, and coach Resolution Specialists to ensure consistent and effective case handling
• Conduct regular case reviews, quality checks, and performance coaching sessions
• Assign and prioritize escalated cases based on urgency, risk, and SLA requirements
• Support team members in handling complex, sensitive, or high-impact escalations
• Participate in hiring, onboarding, and training of new Resolution Specialists
• Act as the final point of escalation for complex or high-risk customer concerns
• Ensure resolutions are aligned with company policies, service agreements, and legal/compliance requirements
• Review and approve resolution recommendations, credits, refunds, or corrective actions (within authority limits)
• Coordinate with cross-functional teams (Customer Success, Finance, HR, QA, Legal, and Operations) to resolve cases
• Ensure accurate documentation of escalations, findings, and resolutions in internal systems

Qualifications

• 3–5 years of experience in customer escalations, dispute resolution, or customer operations
• 1–2 years of people management or team lead experience
• Strong understanding of customer service policies, contracts, and dispute resolution practices
• Excellent written and verbal communication skills