Senior Resolution Advisor
A
Ashley DigitalE-commerce home furnishings
Remote (USA); you must reside and be authorized to work within the United States., Open availability between 6:00 AM and 9:15 PM PST, including full availability on weekends.Full-TimeSenior
Salary26.5 - 31 USD per hour
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Job Details
- Experience
- 5+ years of progressive experience in customer-facing, client management, primarily in escalations, or high-stakes relationship management roles; 3+ years of experience managing complex customer escalations.
- Required Skills
- Written communicationGoogle WorkspaceSlack
Requirements
- Have 5+ years of progressive experience in customer-facing, client management, escalation, or high-stakes relationship management roles.
- Have 3+ years of experience managing complex customer escalations.
- Demonstrate independent judgment balancing customer advocacy with protection of the brand and business.
- Be able to de-escalate and resolve emotionally charged situations live by phone and chat.
- Produce polished written responses for regulators and executives with minimal editing.
- Demonstrate cross-functional advocacy and partnership to resolve high-stakes cases.
- Have strong working fluency with AI-assisted tools for real-time research and drafting.
- Be proficient with CRM tools, Slack, Zoom, Google Workspace, and ticketing software such as Intercom.
- Have a track record of independent decision-making without close supervision.
- Have experience handling regulatory agencies.
- Be comfortable working from home and working as a self-starter.
Responsibilities
- Own the full resolution lifecycle for high-stakes and sensitive cases across voice, chat, and email.
- Evaluate customer situations for customer experience, operational risk, legal exposure, financial impact, and brand reputation.
- Prepare written communications for customers, regulatory agencies, and senior leadership.
- Use retention strategies, including cross-selling, customer education, and strategic appeasements.
- Apply company policy with empathy and sound judgment to determine when to extend flexibility or protect the brand.
- Diagnose root causes, including process gaps, product defects, policy gaps, AI or automation gaps, and agent errors, and share findings with leadership.
- Collaborate with cross-functional partners, Finance, Accounts Payable, and Legal to expedite resolutions and handle exceptions.
- Use AI tools and conversation context to resolve issues efficiently while applying human judgment to empathy and negotiation.
- Document escalated cases and identify recurring trends and process improvements for leadership.
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