The Team Leader - Resolutions 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
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Lead, supervise, and coach Resolution Specialists to ensure consistent and effective case handling
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Conduct regular case reviews, quality checks, and performance coaching sessions
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Assign and prioritize escalated cases based on urgency, risk, and SLA requirements
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Support team members in handling complex, sensitive, or high-impact escalations
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Participate in hiring, onboarding, and training of new Resolution Specialists
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Act as the final point of escalation for complex or high-risk customer concerns
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Ensure resolutions are aligned with company policies, service agreements, and legal/compliance requirements
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Review and approve resolution recommendations, credits, refunds, or corrective actions (within authority limits)
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Coordinate with cross-functional teams (Customer Success, Finance, HR, QA, Legal, and Operations) to resolve cases
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Ensure accurate documentation of escalations, findings, and resolutions in internal systems
Qualifications
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3–5 years of experience in customer escalations, dispute resolution, or customer operations
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1–2 years of people management or team lead experience
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Strong understanding of customer service policies, contracts, and dispute resolution practices