Customer Resolutions Manager
The Role
When a homeowner or partner issue hits “critical,” you and your team take the wheel. You’ll shepherd high-stakes escalations through to resolution, keeping customers informed and calm every step of the way. You’ll build a playbook that transforms today’s fire-fighting into tomorrow’s proactive prevention.
Responsibilities
Lead a team of escalation specialists handling Remi’s most sensitive customer cases
Serve as executive point of contact for top-tier customer complaints; personally own relationships until closure
Coordinate cross-functional war rooms to drive rapid resolutions
Design and refine escalation workflows, SLAs, and customer-communication templates
Track sentiment for escalated customers, identify systemic issues, and partner with owners to eliminate them
Provide regular readouts to the executive team on escalation volume, cause, progress, and time-to-resolution
Required Qualifications
2+ years in customer success, CX, or escalations management
Demonstrated success de-escalating irate customers and turning them into advocates
Exceptional written and verbal communication—clear, concise, and empathetic
Proven ability to marshal cross-functional resources under tight timelines
Analytical mindset; comfortable dissecting data to spot trends and improve processes
Preferred Qualifications
Construction, roofing, or home-services industry knowledge
Formal training in conflict resolution, mediation, or crisis management
Benefits
Go out to lunch with your teammates every day with our $20 lunch stipend
Unlimited paid time off
5% 401k match
100% paid parental leave and medical insurance
$100 monthly cell phone credit
Manage and grow strategic enterprise partnerships at Remi by leading a team dedicated to partner success and operational excellence.
As a Workorder Manager at Remi, you'll lead a global team in optimizing contractor assignments for construction projects.
Become a vital part of DevRev as a Customer Success Manager, guiding clients through their journey with our groundbreaking AI-driven platform.
Join Metergy Solutions as an Entry Level Billing Technical Support Specialist and contribute to revolutionizing utility management with accurate data processing.
Axway is looking for a dedicated Customer Engagement Specialist to deliver outstanding client support and contribute to our mission of driving digital transformation.
Join UiPath as a Senior Manager in Client Success and lead a team dedicated to optimizing customer satisfaction through automation solutions.
Become a part of our supportive team as a Work Anywhere Customer Service Representative, ensuring top-notch service from the comfort of your home.
Become a key player at Endeavour Group as a Function Manager, where your creativity and organizational skills will shape unforgettable guest experiences.
Join American Express as a Customer Experience Concierge in Atlanta, delivering extraordinary service to card members in a dynamic lounge environment.
Seeking a dynamic Manager of Enterprise Client Success at Relias to lead a team dedicated to improving client relationships within the healthcare sector.
Join Heartbeat Health as a Client Success Associate and play a pivotal role in transforming cardiovascular care delivery.
Become a vital member of Included Health as a Revenue Cycle Support Specialist, delivering top-tier support to our clinicians and ensuring seamless healthcare services.
Join Momentus Capital as a Collections Associate focused on transforming communities through financial services while utilizing your project management and communication skills.
Join OHSU as a Registered Nurse to deliver exceptional care in the evolving landscape of Adult Oncology services.
As a Client Success Lead at FloSports, you will enhance the streaming experience for wrestling event organizers while fostering strong relationships with stakeholders.
Founded in 1980, REMI evaluates the total fiscal, economic, and demographic effects of tax policy changes using a dynamic fiscal and economic impact model. REMI is headquartered in Amherst, Massachusetts.
11 jobsSubscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
