Case Resolution Manager jobs in United States
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Solo · 9 hours ago

Case Resolution Manager

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
money$52K/yr - $116K/yr
date3+ years exp

Solo 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
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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

Customer support experienceTeam managementWritten communicationFreshdesk experienceEmpathyProfessionalismCalm demeanorProblem-solvingOrganizational skillsAttention to detail

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

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SoloSuit helps people respond to debt collection lawsuits.
dateFounded in 2018
location
Salt Lake City, Utah, USA
people-size2-10 employees
web-link
https://www.solosuit.com

Funding

Current Stage
Early Stage
Total Funding
unknown
2021-04-15Seed
2018-04-01Pre Seed

Leadership Team

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George Simons
Co-Founder and CEO
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Yale R. Levy
Director, Client Development
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Recent News

Yale Levy Joins SoloSuit to Lead Growth of SoloSettle
2024-10-25
Company data provided by crunchbase