Resolutions & Escalations Lead: Grow a High-Impact Team

Resolutions & Escalations Supervisor Choice Home Warranty is seeking a driven and experienced leader to oversee our Resolutions & Escalations team. This role is ideal for someone passionate about developing high‑performing teams, improving customer experience, and driving operational excellence in a fast‑paced environment. The ideal candidate brings strong leadership experience, a solutions‑oriented mindset, and the ability to coach teams through complex customer interactions while improving performance, accountability, and overall service delivery. What You’ll Do Lead, coach, and develop a team focused on customer resolutions, escalations, and dispute management. Investigate and manage complex customer concerns while ensuring timely and professional claim resolution. Conduct regular coaching and feedback sessions using call reviews and performance data to improve quality, communication, and customer satisfaction. Identify escalation trends, operational gaps, and process improvement opportunities to reduce customer friction and improve outcomes. Partner with leadership to improve workflows, strengthen service standards, and support departmental performance goals. Monitor KPIs, analyze reporting trends, and utilize data to drive team performance and operational efficiency. Maintain a positive, accountable, and high-performance team culture while motivating employees to achieve individual and departmental goals. Support ongoing initiatives focused on customer retention, service excellence, and continuous improvement. What We’re Looking For 3+ years of leadership or supervisory experience managing high‑performing teams. Strong background in escalations, customer service, dispute resolution, or call center operations. Proven ability to coach, motivate, and improve employee performance. Excellent communication, organizational, and problem‑solving skills. Experience analyzing performance metrics and implementing operational improvements. Proficiency in Microsoft Office, including Excel. Bachelor’s degree preferred but not required. Compensation & Growth Base salary starting at $60,000 annually plus performance‑based bonus opportunities. Structured compensation growth with annual increases through the third year based on performance and tenure. Career advancement opportunities within a rapidly growing organization. Why Choice Home Warranty? Choice Home Warranty is one of the fastest‑growing privately‑owned home warranty companies in the nation and has consistently earned placement on the Inc. 5000 list. We are committed to building strong leaders, investing in employee growth, and creating an environment where motivated professionals can thrive. We Offer Medical benefits Paid training PTO & holiday pay Bonus incentives Supportive leadership team Employee recognition programs Fun and collaborative work environment Our mission is to provide homeowners with peace of mind by delivering reliable protection for their most valuable asset — their home. Job Type Full‑time Benefits 401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance Work Location In person #J-18808-Ljbffr