Team Leader - Resolutions

📋 Description

• Lead and coach Resolution Specialists for consistent case handling
• Conduct regular case reviews, quality checks, and coaching
• Prioritize escalated cases by urgency, risk, and SLA
• Support team in handling complex, high-impact escalations
• Participate in hiring, onboarding, and training of specialists
• Act as final escalation point for complex customer concerns
• Ensure resolutions align with policies, service agreements, and compliance
• Review and approve resolution recommendations, credits, or refunds
• Coordinate with cross-functional teams to resolve cases
• Document escalations, findings, and resolutions in internal systems

🎯 Requirements

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