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Sr Resolution Manager Jobs (NOW HIRING)

First American

Senior Customer Resolution Specialist

$26.88 - $35.82/hr

Customer Resolution Specialist The Customer Resolution Specialist is responsible for providing high ... Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates

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Synovus

Resolution Planning Analyst

Atlanta, GA · On-site

Possesses the abilities to communicate complex financial issues in a clear and concise manner to senior managers as well as internal and external auditors, and regulators. * Supports the Resolution ...

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Sr Resolution Manager information

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$17.5K

$117.1K

$199K

How much do sr resolution manager jobs pay per year?

As of Jun 27, 2026, the average yearly pay for sr resolution manager in the United States is $117,128.00, according to ZipRecruiter salary data. Most workers in this role earn between $80,500.00 and $150,000.00 per year, depending on experience, location, and employer.

What is the difference between Sr Resolution Manager vs Customer Support Supervisor?

AspectSr Resolution ManagerCustomer Support Supervisor
CredentialsExperience in conflict resolution, project management, and industry-specific certificationsCustomer service experience, leadership skills, and sometimes industry-specific training
Work EnvironmentOversees resolution teams, manages escalations, and develops strategies for complex issuesManages customer support staff, handles daily operations, and ensures service quality
Employer & Industry UsageCommon in IT, telecommunications, and service industriesWidely used in retail, hospitality, and call centers

The Sr Resolution Manager focuses on high-level resolution strategies and managing escalated issues, often in technical or complex environments. In contrast, the Customer Support Supervisor handles daily customer interactions and team supervision. Both roles require strong communication skills, but the Sr Resolution Manager typically deals with more complex cases and strategic planning.

What are the key skills and qualifications needed to thrive as a Sr Resolution Manager, and why are they important?

To thrive as a Sr Resolution Manager, you need strong problem-solving abilities, conflict resolution experience, and a background in customer service or operations management, often supported by a bachelor's degree. Familiarity with case management systems, CRM platforms, and reporting tools like Salesforce or Zendesk is typically required. Exceptional communication, leadership, and negotiation skills set top performers apart in this role. These skills and qualities are crucial for efficiently resolving complex issues, maintaining client satisfaction, and driving team effectiveness.

What is a Sr Resolution Manager?

A Sr Resolution Manager is a senior-level professional responsible for overseeing and resolving complex issues or disputes within an organization, often related to customer service, operations, or project delivery. They handle escalated cases, analyze root causes, and develop strategies to prevent future problems. Sr Resolution Managers typically lead teams, collaborate with other departments, and ensure that resolutions align with company policies and customer satisfaction goals. Their expertise is crucial for maintaining high service standards and improving overall business processes.

What are some common challenges faced by a Sr Resolution Manager, and how can they be successfully addressed?

A Sr Resolution Manager often encounters complex customer issues that require balancing company policies with customer satisfaction. Navigating escalated cases and coordinating with cross-functional teams can be challenging, especially when quick and effective solutions are needed. Success in this role relies on strong communication, negotiation, and problem-solving skills, as well as the ability to remain calm under pressure. Building strong relationships with colleagues in operations, legal, and customer support departments can also help streamline resolutions and improve outcomes.
More about Sr Resolution Manager jobs
What cities are hiring for Sr Resolution Manager jobs? Cities with the most Sr Resolution Manager job openings:
What states have the most Sr Resolution Manager jobs? States with the most job openings for Sr Resolution Manager jobs include:
What job categories do people searching Sr Resolution Manager jobs look for? The top searched job categories for Sr Resolution Manager jobs are:
Sr Resolution Manager jobs near you
Infographic showing various Sr Resolution Manager job openings in the United States as of June 2026, with employment types broken down into 83% Full Time, 11% Part Time, and 6% Contract. Highlights an 86% Physical, 5% Hybrid, and 9% Remote job distribution, with an average salary of $117,128 per year, or $56.3 per hour.
Senior Customer Resolution Specialist

Senior Customer Resolution Specialist

First American

Remote

$26.88 - $35.82/hr

Other

Medical, Dental, Vision, Retirement, PTO

Posted 2 days ago

Job description

Customer Resolution Specialist

The Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer's voice is heard and that issues are thoroughly researched and addressed. Does not have assigned clients/account management responsibility.

HOW YOU'LL CONTRIBUTE

  • Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
  • Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution.
  • Identifies emerging trends and notifies leaders
  • Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
  • Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
  • Maintain and create logs, records, and files. Acts as a resource for information.
  • May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met.
  • May provide training/product demonstrations. Customize to meet customer's needs/ applications.
  • Other duties as assigned

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

  • High School diploma or equivalent required
  • Generally has 5+ years of related experience
  • Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

  • Requires extensive knowledge of the company's products and services.
  • Excellent organization skills, strong time management, and the ability to meet deadlines
  • Strong research, and problem-solving skills
  • Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
  • Strong MS Office skills
  • Excellent interpersonal and communication skills (verbal and written)
  • Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
  • Strong knowledge of computerized data entry system or other relevant applications.
  • Diplomatic

Pay Range: $26.88 - $35.82 Hourly, RemoteThis hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

By choice, we don't simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

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