Senior Resolution Advisor

This is a Fully Remote Job About Our Client: Ashley Digital supports one of the largest home furnishings brands in North America, operating within the home goods and e-commerce industry. The organization addresses the challenge of integrating retail with digital innovation to serve millions of customers across multiple platforms. Its work includes managing recognized online brands and driving the e-commerce experience for home furnishings at scale. About the Opportunity: The SENIOR RESOLUTION ADVISOR independently manages the most complex and sensitive customer cases that exceed standard escalation levels. This role is responsible for delivering end-to-end resolution across all communication channels while balancing customer advocacy, legal considerations, cost, and brand reputation. The position impacts the organization by ensuring high-stakes customer situations are resolved thoughtfully and efficiently, contributing to risk mitigation and enhancing customer loyalty. Responsibilities: Manage high-risk, complex customer cases from initial escalation to final resolution via phone, chat, and email. Evaluate cases for operational risk, legal exposure, financial impact, and brand reputation. Prepare communications for customers, regulatory agencies, and senior leadership. Implement retention strategies including cross-selling, education, and appeasements. Apply company policy judiciously to protect brand and financial interests. Diagnose root causes of issues and escalate findings as needed. Draft written responses for escalated cases where live communication is unavailable. Collaborate autonomously with cross-functional teams to expedite case resolutions. Coordinate with Finance for reimbursement and alternative payment methods. Partner with Legal on complex cases requiring policy interpretation and risk assessment. Use AI tools alongside human judgment to increase resolution efficiency. Document cases thoroughly to ensure seamless transitions. Identify trends and recommend process improvements to leadership. Work cross-functionally to enhance customer journeys and operational processes. Requirements: Availability to work between 6:00 AM and 9:15 PM PST including full weekend availability. Authorization to work in the United States. Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.