Remote opportunity at
ResidentSenior Resolution Advisor
Ashley Digital is seeking a Senior Resolution Advisor to join their team in a remote capacity. The company operates as the e-commerce engine behind Ashley Furniture…
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About This Role
Ashley Digital is seeking a Senior Resolution Advisor to join their team in a remote capacity. The company operates as the e-commerce engine behind Ashley Furniture Industries, managing online experiences for well-known home furnishing brands such as Nectar Sleep and DreamCloud. In this position, the professional will independently manage the organization's highest-risk, most sensitive, and complex customer interactions from beginning to end across phone, chat, and email channels. This role…
Job Description
Ashley Digital is seeking a Senior Resolution Advisor to join their team in a remote capacity. The company operates as the e-commerce engine behind Ashley Furniture Industries, managing online experiences for well-known home furnishing brands such as Nectar Sleep and DreamCloud. In this position, the professional will independently manage the organization's highest-risk, most sensitive, and complex customer interactions from beginning to end across phone, chat, and email channels.
This role suits individuals with extensive experience in escalations and client management who can balance customer advocacy with brand protection, cost considerations, and legal exposure. The Senior Resolution Advisor operates autonomously to handle regulatory inquiries, collaborate with internal teams and legal entities, and manage executive-level escalations. Candidates must be comfortable leveraging AI tools to support efficiency while applying critical thinking, human empathy, and negotiation skills to achieve resolution.
Applicants must live in the United States and have authorization to work in the country. The position requires open availability between 6:00 AM and 9:15 PST, including weekends. The hourly pay range for this position is $26.50 to $31.00, and comprehensive benefits are offered subject to eligibility.
Responsibilities
- Manage the full lifecycle of high-stakes and sensitive customer cases across phone, chat, and email channels.
- Evaluate customer situations by weighing customer experience, brand reputation, legal exposure, financial impact, and operational risk.
- Draft executive-ready communications for customers, senior leadership, and regulatory agencies.
- Execute retention strategies using cross-selling, customer education, and strategic appeasements.
- Determine root causes during interactions—such as product defects, process gaps, or automation issues—and report findings to leadership.
- Collaborate autonomously with cross-functional partners like Legal, Finance, Accounts Payable, and AI Enablement.
- Facilitate manual reimbursements, alternative payment methods, and financial exceptions when standard refunds are not viable.
- Document cases thoroughly to ensure seamless handoffs and eliminate the need for customers to repeat information.
- Identify recurring trends to recommend operational improvements and enhance future customer journeys.
Requirements
- Reside and be authorized to work within the United States.
- Maintain open availability between 6:00 AM and 9:15 PM PST, including full weekend availability.
- Bring at least 5 years of progressive experience in customer-facing or client management roles, specifically in escalations or high-stakes relationship management.
- Demonstrate at least 3 years of experience managing complex customer escalations.
- Possess proficiency with modern customer service technology stacks including CRM tools, Slack, Zoom, Google Workspace, and ticketing software like Intercom.
- Have experience handling regulatory agencies.
Core Skills
Benefits
- Competitive hourly pay ranging from $26.50 to $31.00
- Health, vision, and dental insurance
- 401K plan
- Generous paid time off
- Wellness benefits
- Communications allowance
- Product discounts and company swag
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a remote opportunity, though candidates must reside and hold work authorization within the United States.
What is the pay rate for the Senior Resolution Advisor?
The hourly pay range for this position is $26.50 to $31.00, with final compensation depending on factors such as background, experience, skills, and geographic location.
What are the working hour requirements for this role?
Candidates are required to have open availability between 6:00 AM and 9:15 PM PST, which includes full availability on weekends.
What kind of background is required for applicants?
Applicants must have at least 5 years of progressive experience in customer-facing, client management, or high-stakes relationship management roles, with a minimum of 3 years dedicated to managing complex customer escalations.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.