Escalation Team Leader

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 align...