Senior Resolution Advisor

THE BIGGEST NAME IN HOME. THE BOLDEST TEAM IN E-COMMERCE.

Ashley Digital is the e-commerce engine behind Ashley Furniture Industries — one of the most recognized home brands in the world. As the world's largest manufacturer of home furnishings and the largest furniture store brand in North America, Ashley is in a category unto itself. Our team sits at the intersection of world-class retail and digital innovation, driving the e-commerce experience for millions of customers across every platform and touchpoint. If you’ve shopped online for a mattress in the last decade, there’s a good chance you’ve already experienced our award-winning Nectar Sleep and DreamCloud. We're a fast-moving, highly collaborative team operating at a transformational moment, and we're charged with shaping how people discover, explore, and buy home furnishings. Our expertise spans data science, performance marketing, product, and creative, and our work reaches millions of customers every day. It's a rare combination: the energy of a tech company, the stability of an industry leader, and the opportunity to build something truly significant. If you're energized by transformation, collaboration, and meaningful impact at scale, Ashley Digital is where ambition meets opportunity. 

To be considered for this remote opportunity, you must reside and be authorized to work within the United States.

Candidates are required to have open availability between 6:00 AM and 9:15 PM PST, including full availability on weekends.

Job Overview:

The Sr. Resolution Advisor independently manages and resolves the company’s highest-risk, most complex, and sensitive customer situations. This role provides end-to-end, one-touch resolution for cases that exceed the scope of Tier 2 and Escalation Specialists, managing each case from initial escalation through final resolution across all communication channels, including phone, chat, and email. Responsibilities include handling regulatory inquiries, collaborating with legal entities and internal stakeholders, and managing executive-level escalations with sound judgment, discretion, and a strong focus on risk mitigation and delivering one-touch resolution that customers can trust.

The Sr. Resolution Advisor balances customer advocacy, legal considerations, cost considerations, and brand reputation while driving timely, thoughtful resolutions. The Advisor is empowered to make critical business decisions independently, influence cross-functional teams, identify systemic business issues, and recommend operational improvements that reduce future escalations.

Cases are assigned to this role when they require expanded authority, cross-functional ownership, elevated business judgment, or organizational visibility beyond the scope of Tier 2. The Sr. Resolution Advisor balances customer advocacy with legal exposure, cost considerations, and brand reputation to deliver timely, fair, and well-considered resolutions. This role requires the autonomy to make independent decisions and the influence to drive alignment and action among cross-functional partners. Beyond individual case resolution, the advisor identifies systemic issues and recommends operational improvements to prevent future escalations. AI tools are leveraged to improve efficiency and effectiveness, complemented by the empathy, critical thinking, and negotiation skills needed to turn high-stakes customer interactions into lasting loyalty.

What You’ll Be Doing:

• Own the full resolution lifecycle across voice, chat, and email, managing high-stakes and sensitive cases from start to finish to ensure a seamless and personalized experience.
• Evaluate customer situations through the lens of customer experience, operational risk, legal exposure, financial impact, and brand reputation to determine the most appropriate business outcome.
• Prepare executive-ready and brand-aligned written communications for customers, regulatory agencies and senior leadership.
• Execute proactive retention strategies by utilizing cross-selling, customer education, and strategic appeasements to drive long-term value and reduce cancellations.
• Exercise sound discernment by applying company policy with empathy, identifying critical moments to extend grace versus when to stand firm to protect the brand's reputation and bottom line.
• Diagnose root cause in real time during the interaction process gap, product defect, policy gap, AI/automation gap, or agent error and share findings with Leadership for escalation to CX and Ops as needed.
• Draft executive-caliber written responses for escalated cases when a live channel isn't available or appropriate.
• Act as a liaison and collaborate autonomously with cross-functional partners (WGS, AI Enablement, and CX/Ops) via internal communication channels to expedite resolutions without the need for managerial oversight.
• Partner with Finance and Accounts Payable to facilitate manual reimbursement requests, check issuance, alternative payment methods, and financial exceptions when standard refund methods are not feasible.
• Partner with Legal to assess complex customer matters requiring legal guidance, policy interpretation, or elevated business judgment, ensuring decisions align with company standards and risk management practices
• Use AI tools and full conversation context (e.g., Tier 1 handoffs) to resolve issues faster and in fewer touches; apply human judgment to empathy, negotiation, and every exception.
• Ensure comprehensive documentation for any cases requiring escalation or further handling, prioritizing seamless transitions that eliminate the need for customers to restate information.
• Identify and communicate recurring customer trends, root causes, and opportunities for process improvement to leadership, helping drive operational excellence and continuous enhancement of the customer experience.
• Partner cross-functionally to improve customer journeys, operational processes, automation effectiveness, and knowledge resources by identifying trends and insights from complex customer interactions.
• Exercise sound business judgment to identify customer situations requiring executive visibility or cross-functional support, partnering with leadership to ensure timely, consistent, and customer-focused resolutions.

The responsibilities described above are not exhaustive. You may be asked, from time to time and as reasonably required by business needs, to perform other duties consistent with your skills and role, including work for or on behalf of our related entities. This job description does not constitute a contract of employment and may be modified at any time, subject to applicable law. 

Skills & Qualifications:

• 5+ years of progressive experience in customer-facing, client management, primarily in escalations, or high-stakes relationship management roles, demonstrating increasing levels of responsibility, sound judgment, and ownership of complex customer situations
• 3+ years of experience managing complex customer escalations
• Proven independent judgment that balances customer advocacy with protecting the brand and the business; comfortable making the harder call when the situation demands it
• Demonstrated ability to de-escalate and resolve complex, emotionally charged situations live by phone and chat, not only in writing
• Excellent written communication able to produce a polished, composed response to a regulator or executive with minimal editing
• Demonstrated ability to serve as a cross-functional advocate, proactively partnering across different teams to champion customer needs and drive complex, high-stakes resolutions.
• Strong working fluency with AI-assisted tools as real-time research and drafting aids
• Mandatory proficiency with a modern customer service tech stack, including CRM tools, Slack, Zoom, Google Workspace, and ticketing software (e.g., Intercom)
• Track record of sound, independent decision-making without close supervision
• Comfortable and familiar with working from home and being a self-starter
• Experience handling regulatory agencies

What We Offer (subject to eligibility requirements):

• Competitive Pay
• Health, Vision & Dental Insurance
• 401K 
• Generous Paid Time Off
• Wellness benefits
• Generous Communications Allowance
• Awesome product discount and company swag

Benefits are reviewed regularly and may be updated from time to time. Ask your recruiter for the latest details.

If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The hourly pay range for this position is $26.50 - $31.00. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at People@residenthome.com

Ashley Digital is a privately-held company headquartered in Tampa, FL with offices in Tel Aviv.  Learn more at: https://www.residenthome.com

Ashley Digital is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

While we currently employ residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.

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