Customer Escalation Resolution Lead

Mastery Logistics Systems; Lake Forest (IL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical Coverage

Dental Coverage

Vision Coverage

401(k) Match

Flexible PTO

Giving Back – St. Jude

Job summary

Mastery Logistics Systems seeks a Customer Resolution Coordinator to own high-stakes customer issues from intake to resolution. You’ll coordinate across Product, Engineering, Commercial and Professional Services, maintaining transparent, proactive updates and a customer-first mindset.

In a fast-paced, enterprise SaaS environment, you’ll balance multiple priorities, de-escalate tension with empathy, and help teams deliver timely, validated fixes that restore operational uptime.

Qualifications

• 2–5 years of experience in Customer Success, Technical Support, Account Management, Project Management, or Operations.
• Experience handling high-stakes escalations or enterprise SaaS environments.
• Ability to balance multiple critical priorities in a fast-paced setting.

Responsibilities

• Be the anchor for customers navigating high-impact, cross-functional product issues.
• Own the communication lifecycle with proactive, transparent updates.
• Coordinate with Product, Engineering, Commercial, and Professional Services to clear roadblocks and keep resolutions moving forward.
• Ensure escalation paths are managed effectively with leadership when needed.

Skills

Customer communication

Cross-functional coordination

Problem solving

CRM tools

Agile familiarity

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Jira

Azure DevOps

Asana

Job description

Mastery Logistics Systems seeks a Customer Resolution Coordinator to own high-stakes customer issues from intake to resolution. You’ll coordinate across Product, Engineering, Commercial and Professional Services, maintaining transparent, proactive updates and a customer-first mindset.

In a fast-paced, enterprise SaaS environment, you’ll balance multiple priorities, de-escalate tension with empathy, and help teams deliver timely, validated fixes that restore operational uptime.