Team Leader - Client Escalations

The Team Leader - Client Escalations 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