Case Resolution Manager at Solo

Solo helps people resolve debt. So far, we’ve helped Americans respond to over $2 billion in debt lawsuits, and this is the ground floor. Over 70 million people are in collections every year, and we want to help every one of them. We’re backed by Kleiner Perkins and Y Combinator, the investors behind Apple, Google, Stripe, and AirBnB. You can read about us in TechCrunch , Business Insider , Bloom berg, NPR, ABC , IB T, and Fast Compa ny. You can learn about our mission and principles here . We’re hiring someone to own the resolution of our most sensitive and high-impact customer issues and ensure Solo consistently shows up for customers when they need us. You will be the point person for escalations, complaints, and customer reviews, working cross-functionally to drive fair outcomes, systemic fixes, and continuous improvement. More about the role below. 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 B