Senior Resolution Coordinator, Contact Center

Position Summary…

What you’ll do…

Availability requirement: 5:00 AM - 10:00 PM Mountain time, 7 days a week (hours of operation)

Pay rate: $16/hour

Purpose
Deliver advanced resolution and consultative support to Marketplace sellers by managing escalations and driving proactive improvements. This role balances complex issue resolution with coaching to promote seller success.

Key Responsibilities

• Manage escalated seller contacts requiring judgment and solutioning.
• Provide tailored coaching to improve seller performance, using AI insights.
• Document complex cases thoroughly in CRM.
• Support queue management and process adherence.
• Serve as a point of reference for junior associates.

Key Qualities & Attributes

• Confident handling sensitive escalations.
• Effective, business-level communicator.
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