A
AIGoExcelRecruitment
WA
Salary not disclosed
Check market pay for comparable Resolution Specialist roles before applying.
Role overview
Job description
Job Summary
The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution. This role ensures customer satisfaction, protects company interests, and works closely with cross-functional teams to resolve issues efficiently while maintaining service quality standards.
Key Responsibilities
Handle customer escalations referred by Customer Success Managers, Support, or Operations teams Investigate complex service, billing, performance, or compliance-related concerns Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions Document cases, findings, and resolutions accurately in internal systems Recommend corrective actions and process improvements to prevent repeat issues Ensure resolutions are aligned with company policies, contracts, and service agreements Monitor resolution timelines and ensure cases are closed within agreed SLAs Escalate high-risk or sensitive issues to management when necessary
Qualifications
At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling Strong written and verbal communication skills Excellent problem-solving and analytical abilities Ability to remain calm, professional, and objective in high-pressure situations Strong attention to detail and documentation skills Experience working on-site in a fast-paced operations environment
Skills & Competencies
Conflict resolution and de-escalation Customer-centric mindset with firm boundary setting Time management and prioritization Cross-functional collaboration Policy and contract interpretation CRM and ticketing system proficiency
About this listing
- Source: Wing Assistant's official careers site (via Lever) · last confirmed on the source 30 Oct 2026
- Posted 21 Jan 2026
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What they are looking for
Skills & requirements
Qualification
At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling
Department · Corporate
Hiring company
Wing Assistant
Technology
Hire top virtual assistants worldwide for under $8/hr. Includes free CSM, training, WorkSpace app, expert supervision, and flexible month-to-month plans.
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