Senior Escalations Strategist - High-Stakes Resolutions

Ashley Digital; Nashville (TN); Remote; USD 37,000 - 43,000; Full time

Benefits offered by this job

Competitive Pay

Health, Vision & Dental Insurance

401K

Paid Time Off

Wellness benefits

Comms Allowance

Product discounts

Job summary

Ashley Digital is seeking a Sr. Resolution Advisor to independently manage high-risk, complex customer cases across phone, chat, and email. You will collaborate with Finance, Legal, and CX/Ops to resolve issues, mitigate risk, and protect brand value.

This role emphasizes autonomy, thoughtful judgment, and customer advocacy. The position supports remote work with nationwide eligibility and offers competitive pay and benefits.

Qualifications

• 5+ years in customer-facing roles with escalations
• 3+ years handling complex escalations
• Proven ability to de-escalate live interactions
• Strong written communication for regulators/executives
• Cross-functional advocacy and collaboration experience
• Fluent with AI-assisted tools in customer service

Responsibilities

• Own the full resolution lifecycle across voice, chat, and email
• Evaluate customer situations considering risk, impact, and brand reputation
• Prepare executive-ready communications for regulators and senior leadership
• Implement proactive retention strategies to reduce cancellations
• Apply company policy with empathy while protecting brand and bottom line
• Diagnose root causes during interactions and escalate as needed
• Draft executive-caliber responses when live channels aren’t available
• Collaborate with cross-functional partners to expedite resolutions
• Work with Finance for reimbursement or refund exceptions
• Consult Legal on complex regulatory matters
• Leverage AI tools and context to improve efficiency
• Document cases for seamless handoffs and escalations
• Identify recurring trends and suggest process improvements
• Improve customer journeys with cross-functional insights
• Make timely decisions aligning with leadership guidance

Skills

Customer escalations

Executive communications

Cross-functional collaboration

AI-assisted tools

CRM proficiency

Independent decision-making

Work-from-home

Education

Bachelor's degree or equivalent

Tools

CRM tools

Slack

Zoom

Google Workspace

Intercom

Job description

Ashley Digital is seeking a Sr. Resolution Advisor to independently manage high-risk, complex customer cases across phone, chat, and email. You will collaborate with Finance, Legal, and CX/Ops to resolve issues, mitigate risk, and protect brand value.

This role emphasizes autonomy, thoughtful judgment, and customer advocacy. The position supports remote work with nationwide eligibility and offers competitive pay and benefits.