Job Summary

The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution. This role ensures customer satisfaction, protects company interests, and works closely with cross-functional teams to resolve issues efficiently while maintaining service quality standards.

Key Responsibilities

• Handle customer escalations referred by Customer Success Managers, Support, or Operations teams
• Investigate complex service, billing, performance, or compliance-related concerns
• Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions
• Document cases, findings, and resolutions accurately in internal systems
• Recommend corrective actions and process improvements to prevent repeat issues
• Ensure resolutions are aligned with company policies, contracts, and servic...