Remote Senior Resolution Lead: Customer Escalations

Ashley Digital; United States; Remote; USD 34,000 - 55,000; Full time

Benefits offered by this job

Competitive hourly pay

Health/Dental/Vision

401(k)

PTO

Wellness program

Swag

Fully remote (US)

Job summary

Ashley Digital in the United States is seeking a seasoned customer escalations specialist to own high-stakes cases from escalation through final resolution across all channels. The role emphasizes independent decision-making, excellent written communication, and fluency with modern CRM and AI tools.

You will collaborate with cross-functional teams, leverage AI-assisted workflows, and drive one-touch resolutions while reducing customer friction.

Qualifications

• 5+ years in customer escalations.
• Independent decision making.
• Excellent written communication.
• Fluency with modern CRM and AI tools.

Responsibilities

• Own high-stakes customer cases from escalation through final resolution across all channels.
• Use AI tools and judgment to deliver one-touch resolutions and reduce customer friction.

Skills

Customer escalations

Independent decision making

Written communication

CRM tools

AI tools

Tools

CRM software

AI tools

Job description

Ashley Digital in the United States is seeking a seasoned customer escalations specialist to own high-stakes cases from escalation through final resolution across all channels. The role emphasizes independent decision-making, excellent written communication, and fluency with modern CRM and AI tools.

You will collaborate with cross-functional teams, leverage AI-assisted workflows, and drive one-touch resolutions while reducing customer friction.