Client Resolution Specialist

THE ROLE

We are looking for a Client Resolution Specialist to take ownership of complex customer situations where there is a risk of disengagement, cancellation, or loss of trust.

This is a high-accountability, client-facing role requiring strong judgment, confident phone communication, commercial awareness, and the ability to remain calm and effective in difficult situations.

You will investigate the full customer journey, identify the true cause of an issue, lead resolution conversations, and coordinate across internal teams to move each case toward the best possible outcome. You will be expected to look beyond the immediate complaint, understand what is driving the customer's concern, and determine the most appropriate path forward.

This is not passive customer support or a high-pressure retention desk. Success requires the ability to build trust quickly, lead challenging conversations confidently, solve problems practically, and maintain clear ownership from initial investigation through resolution.

THE COMPANY

A multi-8-figure ARR business with 200+ team members, bootstrapped and profitable. The company launches and scales information and software products on a marketing and sales engine refined across a dozen product launches and $100M+ in ad spend.

This seat sits within our client operations team and plays an important role in strengthening customer relationships, resolving complex issues, and protecting long-term customer value.

What You Will Do

• Take ownership of complex customer cases involving dissatisfaction, disengagement, cancellation, or refund concerns
• Speak directly with customers by phone and build trust quickly, even when emotions are high
• Investigate the full customer journey to understand what has actually happened and identify the root cause
• Lead calm, confident resolution and de-escalation conversations
• Separate the immediate complaint from the underlying issue and determine the most appropriate path forward
• Identify service gaps or breakdowns and coordinate the right resolution
• Correct misunderstandings clearly and respectfully without becoming defensive or argumentative
• Help restore customer confidence and create a practical path forward where possible
• Make sound judgment calls while balancing customer experience, commercial considerations, and the facts of each case
• Coordinate across internal teams to resolve issues and drive actions through to completion
• Keep customers informed while outstanding issues are being resolved
• Maintain clear and accurate records of conversations, decisions, commitments, actions, and outcomes
• Escalate cases appropriately when additional support or action is required
• Identify recurring customer issues and recommend practical improvements to prevent them in the future

What We're Looking For

• Strong spoken and written English
• Warm, confident, and professional telephone presence
• Previous experience in Customer Retention, Customer Success, Escalations, Complaints, Account Management, Dispute Resolution, or a similar client-facing role
• Strong ability to build rapport with frustrated, disappointed, or skeptical customers
• Comfortable leading difficult and emotionally charged conversations
• Able to remain calm and confident without becoming defensive, aggressive, or overly accommodating
• Strong investigative and problem-solving skills with the ability to identify root causes rather than simply address surface-level issues
• Good commercial judgment and an understanding of customer value, retention, and financial impact
• Strong organisation, attention to detail, and written documentation skills
• Comfortable taking ownership of a customer issue and coordinating across multiple teams to drive it toward resolution
• Able to manage multiple complex customer cases and priorities at the same time
• High level of integrity and sound judgment when determining the appropriate next step
• Reliable, resilient, coachable, and willing to review calls and feedback to continuously improve
• Full-time opportunity
• Independent Contractor Agreement
• $5,000 USD monthly base +Up to $1,500 USD monthly variable compensation
• Fully remote
• Opportunity to grow into broader Client Operations, Customer Success, or leadership responsibilities