Senior Resolution Advisor

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $26 - $31 / hour

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ashley Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛒 Retail

🛍️ eCommerce

Retail • eCommerce

Ashley Digital is the digital/e-commerce presence associated with Ashley Furniture (Ashley HomeStore). It presents a full catalog of home furnishings and decor — including living room, bedroom, dining, mattresses, rugs, outdoor furniture, baby & kids, home office items, and accessories — and promotes online shopping alongside in-store options, financing, design services, and trade programs. The site emphasizes promotions, store locators (1,000+ stores referenced), customer services (financing, delivery, warranties), and corporate information such as CSR and company values.

📋 Description

• Independently manage and resolve the company’s highest-risk, most complex, and sensitive customer situations • Own end-to-end, one-touch resolution across phone, chat, and email • Evaluate situations based on customer experience, operational risk, legal exposure, financial impact, and brand reputation • Prepare executive-ready communications for customers, regulatory agencies, and senior leadership • Execute retention strategies through cross-selling, customer education, and strategic appeasements • Apply company policy empathetically while protecting the brand and bottom line • Diagnose root causes including process gaps, product defects, policy gaps, AI/automation gaps, and agent errors • Collaborate autonomously with cross-functional partners including WGS, AI Enablement, and CX/Ops • Partner with Finance and Accounts Payable on reimbursements, checks, alternative payments, and financial exceptions • Partner with Legal on complex matters requiring legal guidance or policy interpretation • Use AI tools and conversation context to resolve issues faster while applying human judgment • Document escalated cases comprehensively for seamless handoffs • Identify recurring trends, root causes, and process-improvement opportunities • Improve customer journeys, operational processes, automation effectiveness, and knowledge resources • Identify cases requiring executive visibility or cross-functional support

🎯 Requirements

• 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 • 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 • Proven independent judgment balancing customer advocacy with protecting the brand and business • Ability to de-escalate and resolve complex, emotionally charged situations live by phone and chat • Excellent written communication skills for polished responses to regulators or executives • Ability to serve as a cross-functional advocate and drive complex, high-stakes resolutions • Strong working fluency with AI-assisted tools for real-time research and drafting • Mandatory proficiency with CRM tools, Slack, Zoom, Google Workspace, and ticketing software such as Intercom • Track record of sound, independent decision-making without close supervision • Comfortable working from home and being a self-starter • Experience handling regulatory agencies

🏖️ Benefits

• Competitive Pay • Health, Vision & Dental Insurance • 401K • Generous Paid Time Off • Wellness benefits • Generous Communications Allowance • Awesome product discount and company swag • Discretionary bonuses or commission payments may be available

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