Senior Resolution Advisor (Fully Remote)

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

• 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.

What We're Looking For:

• 5+ years in customer escalations and strong independent decision-making.
• Excellent written communication and fluency with modern CRM and AI tools.

What We Offer:

• Competitive hourly pay, health/dental/vision, 401(k), PTO, wellness, and swag.
• Fully remote role within the US with generous communications allowance.

Ashley Digital is the e-commerce engine behind Ashley Furniture Industries, the world's largest home furnishings manufacturer and a top North American brand. The team is fast-moving, collaborative, and privately held, combining tech-company energy with industry-leader stability.