Team Leader - Client Escalations

📋 Description

• Lead, supervise, and coach Resolution Specialists for consistent case handling
• Conduct regular case reviews, quality checks, and coaching
• Prioritize escalated cases by urgency, risk, and SLA
• Mentor team on complex, high-impact escalations
• Hire, onboard, and train new Resolution Specialists
• Act as final escalation point for complex customer concerns

🎯 Requirements

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

🎁 Benefits

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