[Hiring] Senior Resolution Advisor @Ashley Digital

Role Description

The Sr. Resolution Advisor independently manages and resolves the company’s highest-risk, most complex, and sensitive customer situations. This role provides end-to-end, one-touch resolution for cases that exceed the scope of Tier 2 and Escalation Specialists, managing each case from initial escalation through final resolution across all communication channels, including phone, chat, and email.

• Handle regulatory inquiries, collaborating with legal entities and internal stakeholders.
• Manage executive-level escalations with sound judgment, discretion, and a strong focus on risk mitigation.
• Balance customer advocacy, legal considerations, cost considerations, and brand reputation while driving timely, thoughtful resolutions.
• Make critical business decisions independently and influence cross-functional teams.
• Identify systemic business issues and recommend operational improvements to reduce future escalations.
• Leverage AI tools to improve efficiency and effectiveness while applying empathy, critical thinking, and negotiation skills.

Qualifications

• 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 that balances customer advocacy with protecting the brand and the business.
• Demonstrated ability to de-escalate and resolve complex, emotionally charged situations live by phone and chat.
• Excellent written communication skills, able to produce polished responses to regulators or executives.
• Demonstrated ability to serve as a cross-functional advocate, proactively partnering across different teams.
• Strong working fluency with AI-assisted tools as real-time research and drafting aids.
• Mandatory proficiency with a modern customer service tech stack, including CRM tools, Slack, Zoom, Google Workspace, and ticketing software (e.g., Intercom).
• Track record of sound, independent decision-making without close supervision.
• Comfortable and familiar with working from home and being a self-starter.
• Experience handling regulatory agencies.

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.

Benefits

• Competitive Pay
• Health, Vision & Dental Insurance
• 401K
• Generous Paid Time Off
• Wellness benefits
• Generous Communications Allowance
• Awesome product discount and company swag