Customer Resolution & Retention Leader

Nuco2 Inc.; Florida; Hybrid; USD 95,000 - 140,000; Full time

Job summary

NuCO2 Inc. is seeking a Customer Resolution Manager in the United States to lead a team of resolution specialists, resolve complex service, pricing, and billing issues, and safeguard customer trust.

You will drive retention, prevent contract cancellations, and ensure high-quality outcomes across accounts. The role requires strong leadership, problem-solving, and cross-functional collaboration, with a focus on reducing attrition and improving customer experience.

Qualifications

• 5+ years in customer service, support, account management, or complaint resolution.
• 3+ years of leadership experience managing customer service or related teams.
• Proven ability to handle complex issues involving service, pricing, billing, contracts, or accounts.
• Experience with CRM, case management, and customer service software.
• Strong communication, analytical, and decision-making skills.

Responsibilities

• Lead, coach, and develop a team of Customer Resolution Specialists.
• Monitor productivity, quality, and performance metrics; conduct reviews.
• Oversee investigation and resolution of escalated customer complaints.
• Drive customer retention and prevent attrition and cancellations.
• Partner cross-functionally to address escalated matters and drive root-cause analysis.
• Ensure SLA commitments and timely case resolution, maintaining records.
• Prepare performance reports and drive continuous process improvements.
• Support special projects focused on customer experience and operational performance.

Skills

Team Leadership

Communication

Conflict Resolution

Problem Solving

Data Analysis

Customer Advocacy

Coaching & Development

Education

High School Diploma

Associate's or Bachelor's degree preferred

Tools

CRM Software

Case Management Software

Excel

Outlook

Teams

Windows-based systems

Job description

NuCO2 Inc. is seeking a Customer Resolution Manager in the United States to lead a team of resolution specialists, resolve complex service, pricing, and billing issues, and safeguard customer trust.

You will drive retention, prevent contract cancellations, and ensure high-quality outcomes across accounts. The role requires strong leadership, problem-solving, and cross-functional collaboration, with a focus on reducing attrition and improving customer experience.