Resolution Specialist

Sleep Number•New Orleans, LA

8h•Remote

About The Position

Sleep Number® is the leader in personalized sleep wellness. Backed by almost 40 years of innovation, Sleep Number has helped more than 16 million people achieve their best sleep. We are guided by our purpose – improving lives by personalizing sleep. This is exemplified through our 3,000+ purpose-driven team members who passionately innovate to drive value creation through our fully integrated business model, owning the process from start to finish, and care at every step. At Sleep Number, you’ll be part of a team redefining what’s possible in sleep, health, and wellness. Backed by world-class research and continued innovation, we create mattresses with adjustable firmness, pressure relief, and temperature-balancing comfort that adapt to customers’ changing needs, night after night, year after year. Our people thrive in a culture where purpose, innovation, and customer experience drive every decision. Join us and help shape the future of sleep wellness. Job Summary The Resolution Specialist is responsible for proactively managing complex delivery-related disruptions and customer issues following initial service execution. This role serves as the primary point of contact for assigned recovery cases, coordinating with field technicians, logistics partners, and internal teams to resolve issues, retain customer relationships, and prevent cancellations or returns. The Resolution Specialist focuses on executing defined recovery and retention processes with a high degree of customer care, professionalism, and attention to detail.

Requirements

Minimum two years of customer service or customer resolution experience, including exposure to escalated or non-routine issues required; an equivalent combination of education and relevant customer-facing experience may be considered.
Demonstrated skill in professional verbal and written communication used to engage customers, explain resolution steps, document case outcomes, and manage sensitive or high‑impact interactions.
Demonstrated skill in managing multiple concurrent cases, prioritizing work effectively, and meeting established service expectations in a fast‑paced environment.
Proficiency with customer support systems and standard office software applications.

Responsibilities

Provide Advanced Customer Resolution Support: Serve as a single point of contact for customers experiencing delivery disruptions, reschedules, or service failures. Proactively contact customers to explain service issues, coordinate rescheduled delivery plans, and set clear expectations. Answer escalated customer calls and support field technicians, logistics partners, and other customer service teams by coordinating information and resolution steps during delivery or setup challenges. Review customer feedback and satisfaction surveys to identify unresolved concerns and initiate proactive outreach.
Utilize Tools and Resources to Drive Resolution: Collect and document information from internal partners to support issue resolution. Communicate with customers using approved systems and channels, including phone, email, and case management tools. Monitor case progress and ensure follow-up actions are completed within established service levels. Document customer insight and recurring themes to support continuous improvement discussions.
Prevent Cancellations and Support Retention: Act as a customer advocate during recovery interactions and reinforce commitment to service quality. Execute defined retention actions and maintain contact with customers through resolution and post-resolution follow-up periods (i.e., first 100 nights following prevented cancellation).