Top 6325 "customer experience Jobs in Remote

Resolution Manager
Confidential —Remote
- $90,000 - $110,000 a year
- Full-time
- Remote
- Background check
- 5 years
- Writing skills
- Health savings account
- Health insurance
Quick Apply
9d
Customer Experience Representative
Captrue Benefits —Remote
- $18 - $25 an hour
- 8 hour shift
- Remote
- Customer service
- Microsoft Office
- High school diploma or GED
- Health insurance
- 401(k)
Quick Apply
2d
Customer Experience Agent (Contract)
Epic Kids Inc. —Remote
- $20 an hour
- Contract
- Remote
- Writing skills
- Children
- Communication skills
Quick Apply
Customer Experience Advocate
Protective —Remote
- $41,600 - $45,000 a year
- Full-time
- Remote
- Research
- Mid-level
- High school diploma or GED
- Paid parental leave
- Disability insurance
Quick Apply
3d
Customer Support Associate - Depositions
Filevine —Remote
- $61,000 - $72,000 a year
- Full-time
- Remote
- Mid-level
- Time management
- Disability insurance
- Health insurance
Customer Success & Support Coordinator
Business Automation Software Provider —Remote
- $20 - $22 an hour
- Full-time
- Remote
- Mid-level
- Recruiting
- Software development
- Health insurance
- Work from home
Quick Apply
2d
Customer Service Representative - Work From Home
Connexus Resource Group —Remote
- $12 - $14 an hour
- Email
- Remote
- Computer literacy
- Typing
- Leadership
- Health insurance
- Dental insurance
Quick Apply
Associate Customer Experience Specialist
First Advantage —Remote
- $18 an hour
- Full-time
- Hybrid work
- Background check
- Microsoft Outlook
- Computer literacy
- Employee stock purchase plan
- Paid holidays
Customer Experience Representative - Temp
Lola Blankets —Remote
- Temporary
- Remote
- Communication skills
- Entry level
9d
Customer Support Associate
M7 Health —Remote
- Full-time
- Remote
- Mid-level
- Communication skills
- Paid training
Quick Apply
Customer Support / Client Support Representative
Bulletproof Logistics Inc —Remote
- $25.42 - $30.61 an hour
- Part-time
- Mid-level
- Analysis skills
- Project management
- Paid training
- 401(k)
Quick Apply
13h
Customer Service Agent
Speedy Glass —Remote
- Overtime
- Remote
- Communication skills
- Entry level
- Paid holidays
- Paid time off
Quick Apply
VP of Customer Experience
Workiva —Remote
- $231,800 - $301,200 a year
- Full-time
- 11+ years
- Senior level
- Analytics
- 401(k) matching
Remote Support Service Specialist
CEG Solutions —Remote
- $28 - $35 an hour
- Full-time
- Remote
- Google Workspace
- Mid-level
- Administrative experience
- Health insurance
- Dental insurance
Quick Apply
8d
Health Consultant / Customer Experience Representative
BodySpec —Remote
- $20 an hour
- Full-time
- 3 years
- Communication skills
- Entry level
- Profit sharing
- Health insurance
Quick Apply
Customer Experience Journey Specialist
Kandu, Inc. —Remote
- $25 - $30 an hour
- Full-time
- Remote
- Marketing
- Mid-level
- Analysis skills
- Disability insurance
- Health insurance
Dispatcher
Courser Employment Services LLC —Remote
- Full-time
- High school diploma or GED
- Organizational skills
- Associate's degree
- Paid parental leave
- Paid holidays
10d
Remote Support Specialist
AmazingCo —Remote
- $28 - $38 an hour
- Full-time
- Remote
- Google Workspace
- Mid-level
- Administrative experience
- Health insurance
- Dental insurance
Quick Apply
2d
Member Experience Coordinator
Bodega Club —Remote
- $24.50 - $29.51 an hour
- Temporary
- Remote
- Administrative experience
- High school diploma or GED
- Food service
- Health insurance
- 401(k)
Quick Apply
14h
REMOTE - Call Center Representative
Ivy Hall —Remote
- $18 - $20 an hour
- Weekends as needed
- Remote
- Bilingual
- Ability to sit for extended periods
- Communication skills
- Health savings account
- Paid holidays
Quick Apply
3d

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Resolution Manager

Confidential
Remote

Quick Apply

Job Details

Full-time
$90,000 - $110,000 a year
9 days ago

Benefits

Health savings account
Health insurance
Dental insurance
Paid time off
Work from home
Vision insurance
401(k) matching

Qualifications

Team supervision
Managing teams in a customer support role
Writing skills
Research
Team development
Supervising experience
Leading team collaboration initiatives
Adaptability
Manual handling
Training & development
Documentation Handling
General management

Full Job Description

JOB SUMMARY:

The Resolutions Manager is accountable for the overall management, integrity, and effectiveness of the customer escalations and consumer complaint function. The Resolutions Manager leads a high-performing group of 20 resolutions professionals, dedicated to handling advanced escalations and skillfully resolving complex customer issues.

This role owns the end-to-end process for intake, investigation, resolution, documentation, reporting, analysis, and continuous improvement of escalated and formal customer complaints, ensuring timely, compliant, consistent, and risk-aware outcomes aligned with company policy, regulatory expectations, and customer experience standards.

The Resolutions Manager provides functional oversight including setting standards, establishing processes, monitoring quality and timeliness, identifying trends and risk patterns, and partnering with Legal, Compliance, Claims, Operations, and Customer Experience to drive systemic improvements. While the Resolutions Manager may directly handle complex or sensitive cases as needed, the primary responsibility is to ensure the function and its people operate effectively, consistently, and in alignment with organizational and regulatory expectations.

DUTIES AND RESPONSIBILITIES:

Overall responsibility for ensuring appropriate development of solution plans for escalated customer complaints forwarded by consumer advocacy groups such as the BBB and BCA, as well as regulatory bodies such as the state’s attorney general’s office and departments of insurance.
Manage, mentor and motivate a team of Resolutions Representatives andSpecialists. Conduct regular 1:1s with team leads, and team members as appropriate, to provide ongoing coaching and training to support high performance and efficient resolution.
Identify and analyze complaint patterns, root causes, and risk indicators; escalate systemic risks to Legal and executive leadership
Maintain current and complete records of complaint and resolution activity using departmental tracking tools
Ensure integrity, completeness, and accuracy of complaint records and reporting
Ensure each team member is conducting thorough research and analysis of escalated complaints referring to departmental guidelines, compliance information, and the customer’s vehicle service contract to make informed, cost-effective, and accurate resolution determinations
Execute direct-contact resolutions of escalated and formal customer complaints, according to best practice and prevailing policies and procedures. Direct contact shall include telephone, email and mail contact with a complainant, as well as mail, phone, and email contact with regulatory and consumer advocacy bodies as necessary to accomplish resolution of complaints
Accountable for regulatory responsiveness SLAs, complaint backlog health, and resolution consistency
Draft and submit formal responses as required for formal complaints, including responses to consumer advocacy groups and state regulators
Has authority to approve resolutions up to defined thresholds and escalate beyond those thresholds.
Review, audit, and analyze departmental processes to ensure best practices adherence
Other duties as assigned or as business needs arise.

QUALIFICATIONS:

Minimum 5 years of experience and a successful track record in resolutions management.
Call center and/or conflict resolution experience required
Demonstrated advanced ability to communicate verbally and in writing throughout all levels, including customers and consumer advocacy bodies
Experience leading a team and providing effective coaching,
Excellent analytical and problem-solving skills, including research and investigation
Critical thinking and ability to grasp a larger picture from minor details
Ability to organize and maintain integrity, completeness, auditability, and accuracy of complaint records and reporting of work tasks
Ability to adapt to dynamic situations while maintaining day-to-day functions.
Demonstrated experience owning or leading a function, program, or process area
Strong judgment and ability to assess legal, regulatory, reputational, and customer risk.
Ability to influence cross-functionally and drive change without direct authority.

PHYSICAL REQUIREMENTS:

Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing
Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.
In a remote work environment, being interactive and communicative with management and co-workers in a visible manner is an essential function of the job. Camera/video usage is required.
Must be able to lift 25 pounds.

Candidates must pass a pre-employment Background Check. We are an E-Verify employer.

Pay: $90,000.00 - $110,000.00 per year

Benefits:

401(k) matching
Dental insurance
Health insurance
Health savings account
Paid time off
Vision insurance
Work from home

Work Location: Remote

Quick Apply

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