Resolutions Specialist

Company Description
Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.
We love working at Reverb because we're making the world more musical-through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a "Best Place to Work" by Built in Chicago and a "Top Workplace'' by the Chicago Tribune.
Salary Range:
$48,000.00 - $62,000.00
Resolutions Specialists at Reverb are key players in delivering exceptional customer service by handling escalated cases and resolving complex issues for our community of music makers and gear sellers. This role involves investigating, analyzing, and providing solutions for a wide variety of cases, from disputes and order issues to policy enforcement. Specialists are empowered to make informed decisions that support both customer satisfaction and Reverb's policies, balancing empathy with critical problem-solving skills. They collaborate closely with cross-functional teams to improve processes, advocate for customers, and contribute to Reverb's mission of making the world more musical.
Primary Responsibilities

• Review and begin outreach on a daily caseload of new case assignments (caseload varies based on team priorities and support volume).
• Mediate and resolve complex customer issues, including account support, platform and policy guidance, order disputes, fraudulent orders, non-Reverb Safe Shipping claims, and other inquiries. This may include follow-up via phone for effective resolution.
• Address and resolve tickets from specialized support queues, such as unshipped orders, unpaid orders, pending payments, and flagged support tickets.
• Use tier-2 permissions to perform actions like account deletions, refunds, tax exemptions, account suspensions or placements under review, and other account accommodations.
• Serve as a support liaison between departments, such as Accounting, Fraud, Marketplace Integrity, and Seller Outreach, to ensure cohesive case management.
• Support front-line agents by responding to requests in dedicated Slack channels to provide guidance.
• Make outbound calls to customers on assigned cases when additional communication is needed for resolution.
• Manage and resolve customer disputes in alignment with our Resolutions Field Guide and handle Safe Shipping claims to ensure fair outcomes.
• Assist both buyers and sellers with carrier claims processes and facilitate the necessary steps for resolutions.
• Manage cases within the PayPal Resolution Center
• Build strong customer relationships by providing clear, proactive updates on their current issues and ensuring high-quality service.
• Document case activities accurately using Zendesk and internal forms to maintain thorough records.
• Perform additional duties as assigned to support the team's overall success.

Desired Skills & Requirements

• Outstanding written and verbal communication skills
• Attention to detail and diligent note-taking
• Strong reasoning and problem-solving skills
• Self-starter with strong collaboration skills
• Adaptable and resilient with the ability to quickly pivot
• Flexibility in work schedule, including potential weekend shifts

As a Resolutions Specialist at Reverb, you'll play a vital role in enhancing customer experience while working in a vibrant, music-centric setting. This role offers unique experiences for professional growth along with directly impacting our customers and shaping their experience.
Meaningful Customer Impact in a Music-Centric Industry
Reverb is all about supporting musicians and music lovers, and as a Resolutions Specialist, you'll play a crucial role in helping customers find joy in their music journey by ensuring their issues are resolved smoothly. This means you'll help foster positive connections with Reverb's vibrant, diverse community of buyers and sellers who share a passion for music.
Problem-Solving and Autonomy
This role offers the chance to engage in problem-solving and critical thinking daily. Specialists are empowered to analyze unique cases, develop creative solutions, and take ownership of resolutions, which makes every day different and rewarding.
Growth Opportunities and Skill Development
Reverb's unified Resolutions Team provides a strong foundation for personal and professional growth. Specialists work closely with different areas of Customer Experience and gain exposure to complex cases, escalation protocols, and cross-functional interactions with teams like Sales and Product.
There's also the opportunity to learn conflict resolution, negotiation, and de-escalation techniques, all valuable skills for career development.
Collaborative and Supportive Culture
Reverb prides itself on a culture that's both collaborative and supportive. New specialists are paired with mentors and given structured feedback to help them succeed. This environment is ideal for learning and growth, fostering a team mentality that supports collective success.
Innovation and Continuous Improvement
Reverb is committed to improving its processes, which means that specialists have a voice in suggesting improvements to workflows and customer service practices. If you're someone who likes to contribute to process enhancements, this role provides a platform to make tangible improvements.
Being Part of a Growing, Purpose-Driven Company
Reverb's mission to make the world more musical is unique and purpose-driven, making it an inspiring place to work. Being part of this growth in a customer-facing role lets you play a direct role in helping Reverb grow and reach new customers.
Additional Information
Remote-eligible roles (as indicated in the location header of each job description) are available in all U.S. states except Alaska and Hawaii. Remote roles are currently only available within the U.S. unless otherwise specified in the specific job description.
Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include but are not limited to the following:• 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.• Life, AD&D, and supplemental long-and short-term disability insurance• A matching 401(k)• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays• Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft, LinkedIn Learning and Codecademy• 18 weeks of gender-neutral parental leave for the birth or adoption of a child• Up to $25,000 reimbursement of adoption and/or surrogacy related expenses• Paid sabbatical program• $1,000 annual work/life stipend• Access to free supplemental online mental health services and meditation apps• Ways to give back to your community through a charitable contribution match and volunteer time off
At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.
We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!