The 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 aligned with company policies, service agreements, and legal/compliance requirements
Review and approve resolution recommendations, credits, refunds, or corrective actions (within authority limits)
Coordinate with cross-functional teams (Customer Success, Finance, HR, QA, Legal, and Operations) to resolve cases
Ensure accurate documentation of escalations, findings, and resolutions in internal systems
Qualifications
3–5 years of experience in customer escalations, dispute resolution, or customer operations
1–2 years of people management or team lead experience
Strong understanding of customer service policies, contracts, and dispute resolution practices
Excellent written and verbal communication skills