Responsibilities

• Lead, coach, and develop a team of Customer Resolutions Specialists and Senior Resolutions Specialists
• Set clear expectations for resolution quality, customer communication, process adherence, and documentation
• Conduct regular 1:1s, performance reviews, and coaching sessions to drive high performance and shape career development conversations
• Build a strong, accountable, and empathetic team culture in a high-pressure environment
• Manage staffing, scheduling, and coverage to ensure consistent support.
• Become a SME on our ticketing system that handles intake, triage, and resolution of customer issues.
• Serve as an escalation point for complex or high-risk cases.
• Lead regular calibration sessions to align the team on resolution approach, ensuring specialists exercise sound independent judgment while consistently operating within Satisfaction Guarantee guidelines.
• Balance customer advocacy with fiscal responsibility and long-term retention goals.
• Create a process to oversee post-resolution follow-up to ensure customer trust is restored.

Requirements

• 5+ years of experience in customer service, escalations, customer experience, or customer operations (e-commerce preferred).
• 3+ years of people management experience, including coaching and developing teams in high-pressure, customer-facing environments.
• Proven success leading teams through complex customer issues and escalations, with accountability for both team performance and customer outcomes.
• Experience translating customer issues and feedback into actionable insights, including root cause analysis and process or experience improvements.
• Demonstrated ability to move beyond case-by-case resolution to identify patterns, trends, and systemic opportunities.
• Strong analytical and problem-solving skills, with the ability to connect frontline activity to broader operational or customer experience improvements.
• Excellent communication skills, with a track record of influencing cross-functional partners and driving alignment.
• Comfortable operating in a fast-paced, evolving environment, with the ability to balance day-to-day execution and longer-term improvement efforts.
• This role is best suited for a leader who is equally comfortable developing people and improving the systems and levers behind the customer experience.