Customer Experience Associate, Resolutions Desk
Core
First-line live support for Customer Experience agents, providing real-time education, resolving escalated situations, and acting as a resource for exceptions across chat, email, and phone channels.
Role type
Customer Experience Associate (Resolutions Desk)
Builds
Supports internal CX agents to handle customer questions and escalations
Domain
Financial services / Customer support
Deliverable
dashboards & analysis
Required skills
Real-time support, policy adherence, escalation handling, teaching/coaching, de-escalation, case logging, pattern recognition
Preferred skills
Empathy, clear communication, organizational skills
Responsibilities
Answer agent questions via chat, email, and phone; resolve escalated customer cases; coach agents on handling similar questions; route complex issues to supervisors; issue goodwill credits and refunds within limits; log interactions accurately; flag recurring agent questions or process gaps
Seniority
Entry-level