Solo · 21 hours ago
Case Resolution Manager
United States
Full-time
Remote
Mid, Senior Level
$52K/yr - $116K/yr
3+ years expSolo is a company dedicated to helping people resolve debt, having assisted over $2 billion in debt lawsuits. They are seeking a Case Resolution Manager to oversee customer issue resolutions, manage a team, and drive improvements in customer experience and operational processes.
Financial ServicesFinTechLegal TechSaaS
No H1B
Responsibilities
Manage and lead a team of Case Resolution Specialists
Create and maintain SOPs to ensure consistency and high-quality outcomes across the team
Resolve SoloSettle customer issues, including complex cases, escalations, and edge cases that require judgment, coordination, and follow-through
Respond to customer complaints, including BBB complaints and customer reviews, and identifying trends to recommend improvements
Write clear, empathetic, and professional written responses that balance customer care, compliance, and company policy
Track resolution outcomes and recurring themes to inform process improvements
Escalate systemic issues to leadership with data-backed recommendations
Partner with the Engineering team to resolve root causes—not just individual cases
Support the CEO, Customer Experience Manager, Business Development Director, and Engineering Manager to protect customer trust and company reputation
Qualification
Required
3+ years of experience in customer support, customer success, or operations, with experience managing or leading a team strongly preferred
Proven ability to handle complex, emotionally charged customer situations with empathy and confidence
Strong written and verbal communication skills, especially for sensitive or high-stakes correspondence
Exceptional organizational skills and attention to detail
Comfortable working across teams and holding others accountable to resolution timelines
Ability to handle confidential information with professionalism and discretion
Proactive, resourceful problem-solver who takes ownership through resolution
Reliable, self-motivated, and comfortable working in a fast-paced, ambiguous environment
Friendly, calm, and professional demeanor—even under pressure
Works by this principle: do for the customer what you would want done for yourself
Believes excellence is the only authority
Discovers reality through data analysis and experimentation
Continuously improves over time
Preferred
Preferred to have experience using Freshdesk or other ticketing systems
Benefits
Bonuses are administered quarterly based on revenue growth.
Equity range is 0.001% – 0.1%.
Company
Solo
SoloSuit helps people respond to debt collection lawsuits.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
unknown2021-04-15Seed
2018-04-01Pre Seed
Leadership Team
George Simons
Co-Founder and CEO
Yale R. Levy
Director, Client Development
Recent News
Company data provided by crunchbase