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