Description
Superloop is hiring a Customer Resolution Specialist to manage and resolve customer complaints, including vulnerable and FDV-affected customers, high-risk escalations, financial hardship cases, and repeat-contact issues. The role handles inbound and outbound calls, coordinates with technical, provisioning, and billing teams, documents cases, tracks recurring issues, and works toward permanent resolutions. It requires at least three years of customer support or complaints-resolution experience in telecommunications, strong empathy and communication skills, and familiarity with Salesforce ticketing systems is desired. The position offers a hybrid arrangement with 50% work-from-home flexibility, rostered Monday-to-Sunday hours from 8:00 am to 8:00 pm, and may include 24-hour on-call shifts.
