The Resolution Specialist serves as a senior escalation resource for highly sensitive, complex, and high-visibility customer matters requiring advanced judgment, cross-functional coordination, and leadership support. This role partners retail and executive leadership, internal business teams, and external partners to navigate challenging situations, determine appropriate resolutions, and protect both the customer experience and brand reputation.

The ideal candidate is an experienced problem-solver who can confidently manage escalations, communicate effectively under pressure, influence stakeholders, and identify opportunities to improve customer and business outcomes.

• Manage and resolve high-visibility customer escalations on behalf of senior and executive leadership, including sensitive matters involving discrimination or harassment allegations, personal injury, property damage, and other complex concerns requiring advanced judgment and de-escalation.
• Obsess over the customer experience, resolving incidents while building long-term customer trust and loyalty.
• Serve as a senior escalation resource for customer matters requiring additional review, advanced decision-making, or cross-functional coordination.
• Partners with Retail Leadership, Risk, Legal, Ethics & Compliance, Public Affairs, Communications, and external partners to develop appropriate resolution strategies and support crisis-related or reputationally sensitive situations.
• Develop clear talking points and customer-facing communications for escalated matters across social media and other channels, including messaging for use by retail leadership.
• Engage directly with customers, as needed, to address escalated concerns, communicate decisions, and support appropriate resolution.
• Leverage multiple systems and resources to research, troubleshoot, and drive complex customer issues through resolution.
• Provide guidance to customer-facing teams and external partners to promote consistent escalation and resolution practices.
• Support special projects, process improvements, and implementation of new technologies, programs, or operational initiatives.
• Identify trends and recurring customer concerns and share insights that may improve processes, service quality, and the overall customer experience.

• 3–5 years of experience in retail operations, customer service, contact center operations, escalations, or a related customer-facing environment.
• 1–2 years of leadership experience in a retail or office environment or relevant data analysis experience.
• Demonstrated experience managing complex or high-visibility customer escalations, with strong communication, problem-solving, investigation, and de-escalation skills.
• Strong judgment and analytical skills with the ability to identify root causes, manage sensitive matters, and collaborate effectively across functions and levels of leadership.
• Excellent written and verbal communication skills with the ability to communicate effectively with customers, business partners, and senior leaders.
• Ability to manage multiple priorities and sensitive matters while maintaining discretion, professionalism, and sound judgment.
• Ability to sustain empathy across highly escalated, emotionally complex case types.

Preferred Qualifications

• Bachelor’s degree in communications, Business Management, Finance, or a related field.
• Experience partnering with senior leadership and cross-functional teams on crisis-related, reputational, social media, or executive-level customer escalations.
• Experience supporting complex customer resolution, escalation management, or customer experience programs within a high-volume environment.

Who We Are:

Qualfon is a global provider of omnichannel customer experience and business support solutions. From call center support to lead generation to ecommerce fulfillment, we support our clients and their customers throughout the customer journey.  Our mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.  At Qualfon, you’ll find more than just a job, you’ll find a place to grow, develop your career, and be part of a supportive, purpose-driven team.

What We Offer:

 We provide a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

• Medical, Dental & Vision Coverage with multiple plan options
• Telemedicine & Mental Health Support for convenient care
• Paid Time Off (PTO) that grows with your tenure
• 401(k) with Company Match to help you plan for the future
• Employee Assistance Program (EAP) with free counseling and wellness resources
• Company-Paid Life & Disability Insurance for added peace of mind
• Tuition-Free Business Degrees through Rochat School of Business for employees and eligible family members
• Voluntary Benefits including accident, critical illness, hospital coverage, and more
• Additional Perks like legal assistance, identity protection, and pet insurance

QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.