Resolution Specialist
Posted Updated
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 service agreements
- Monitor resolution timelines and ensure cases are closed within agreed SLAs
- Escalate high-risk or sensitive issues to management when necessary
Qualifications
- At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling
- Strong written and verbal communication skills
- Excellent problem-solving and analytical abilities
- Ability to remain calm, professional, and objective in high-pressure situations
- Strong attention to detail and documentation skills
- Experience working on-site in a fast-paced operations environment
Skills & Competencies
- Conflict resolution and de-escalation
- Customer-centric mindset with firm boundary setting
- Time management and prioritization
- Cross-functional collaboration
- Policy and contract interpretation
- CRM and ticketing system proficiency
Skills
As published by lever · 22 questions · 2 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn Profile URL
Short answers (7)
- Current Monthly Salary/Compensation (USD)
- Expected Monthly Salary/Compensation (USD)
- Current Location (City, Country)
- Who referred you to this position? Enter their first and last name here. optional
- Website, blog or portfolio:
- Desired Salary
- What is your earliest start date?
Pick from a list (13)
- What is your current availability to start? optional
- What experience level do you have for this position? optional
- How did you hear about this job? optional
- Have you worked for Wing Assistant before?
- . Are you available to work during the US timezone required for this position?
- Wing Assistants are enrolled in a screen monitoring program for Quality Assurance purposes. Are you okay with this arrangement?
- Are you open to helping clients with standard virtual assistant/admin tasks in addition to the specialized tasks associated with this role?
- Would you be willing to make phone calls on behalf of the client, as needed, if required?
- Are you willing to take on additional responsibilities and allow your role to evolve based on your skillset, previous experience, and the needs of the client to ensure a successful working relationship?
- Which industries have you worked in? (Select all that apply.) optional
- Are you currently employed or working on any projects? optional
- Are you amenable to work on US hours? optional
- Are you amenable to work in Makati City? optional
Written answers (2)
- Desired salary per month (in your local currency):
- Have you managed/trained Customer Success Specialists/Managers or Account Managers? Specify which.