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

🎯 Requirements

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

🎁 Benefits

On-site role – full-time office presence required
Schedule: US Timezone (Night Shift Local)

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