Case Resolution Manager

Job Summary

A company is looking for a Case Resolution Manager to oversee customer issue resolution and improve operational processes.

Key Responsibilities

• Manage and lead a team of Case Resolution Specialists
• Create and maintain SOPs to ensure consistency and high-quality outcomes
• Resolve complex customer issues and respond to escalations and complaints

Required Qualifications

• 3+ years of experience in customer support, success, or operations, with team management preferred
• Proven ability to handle complex customer situations with empathy
• Experience using Freshdesk or other ticketing systems is preferred
• Ability to handle confidential information with professionalism
• Proactive and resourceful problem-solver comfortable in a fast-paced environment