Customer Experience Associate, Resolutions Desk

About This RoleAI processing…

Key Responsibilities

• 1
  Serve as a real-time point of contact for CX agents across chat, email, and phone, answering questions according to well-defined policies, procedures, and escalation playbooks
• 2
  Handle escalations as part of your regular workload from day one, resolving straightforward cases and building fluency for more complex ones over time
• 3
  Apply a teaching-vs-telling approach so agents walk away better equipped to handle similar questions independently next time
• 4
  Recognize when a situation calls for a supervisor and route it promptly
• 5
  Issue goodwill credits and refunds within your authorized limits, escalating anything beyond that to your manager
• 6
  Log and track your interactions accurately to support clear case history and smooth handoffs
• 7
  Flag recurring agent questions or process gaps to your manager to help surface patterns worth addressing

Requirements

• Experience in a customer-facing role, with a track record of strong performance — this is an entry point onto the Resolutions Desk, so prior escalation experience isn't required
• Excellent written and verbal communication skills, with the ability to explain concepts clearly to both agents and customers
• Comfortable applying documented policies and procedures on live escalations, with the judgment to know when to bring in a supervisor
• Ability to quickly defuse anxiety and de-escalate tense situations through empathetic, confident communication
• Strong organizational skills and attention to detail when following playbooks and logging case information
• High empathy paired with a teach-vs-tell communication style

Perks & Benefits