Resolution Specialist Team Leader

The Resolution Specialist Team Leader 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 ar...