Case Resolution Manager

Solo is Closing the Justice Gap 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, Bloomberg, NPR, ABC, IBT, and FastCompany. You can learn about our mission and principles here. You’ll handle daily operations support. 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 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.

Solo is fully remote, so this job is fully remote. Salary range $52,000 – $116,000. Bonuses are administered quarterly based on revenue growth. Equity range is 0.001% – 0.1%. You are a master of execution. We’re looking for someone with these qualifications.

• 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.
• Preferred to have experience using Freshdesk or other ticketing systems.
• 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.

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