Senior Resolution Advisor

Job not on LinkedIn

🔥 11 minutes ago

🇺🇸 United States – Remote

💵 $26 - $31 / hour

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.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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Resident

WebsiteLinkedInAll Job Openings

201 - 500 employees

🍽️ Food & Beverage

🏨 Hospitality

🛒 Retail

Food & Beverage • Hospitality • Retail

Resident is a company that creates a house of brands focused on providing high-quality, comfortable, and stylish home furnishings. Known for its award-winning mattress brand Nectar, Resident partners with technology and retail giants to inspire great sleep and enhance home comfort. The company has demonstrated substantial growth, achieving significant sales and profitability, and has been recognized in prestigious media outlets. Resident operates in over 2500 locations and embraces a culture dedicated to comfort and innovation in home living.

📋 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 • Manage cases from initial escalation through final resolution • Handle regulatory inquiries and executive-level escalations • Balance customer advocacy, legal considerations, cost considerations, 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 • Diagnose root causes, identify systemic issues, and recommend operational improvements • Collaborate autonomously with WGS, AI Enablement, CX/Ops, Finance, Accounts Payable, and Legal • Facilitate reimbursements, check issuance, alternative payment methods, and financial exceptions • Use AI tools and conversation context to resolve issues faster while applying human judgment • Ensure comprehensive case documentation and seamless escalations • Identify customer trends and process improvements to drive operational excellence and improve customer journeys

🎯 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 • 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

• 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