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