Customer Resolution Manager

Job overview

The Customer Resolution Manager role is onsite in Stuart, FL. Compensation is not specified. NuCO2 provides beverage-grade carbon dioxide, draught beer-grade nitrogen, and beverage gas safety solutions. The manager leads a team resolving complex and escalated customer concerns, with the goal of strengthening trust, retaining customers, and meeting service commitments. The role also uses complaint and operational data to identify root causes and improve customer experience and efficiency.

What you'll do

• Lead, coach, and develop Customer Resolution Specialists
• set objectives and monitor performance
• oversee investigation and resolution of escalated complaints
• manage customer retention and cancellation-prevention efforts
• act as an escalation point
• coordinate with internal teams and company counsel when needed
• monitor service-level commitments and case backlogs
• analyze complaint trends and root causes
• prepare performance reports and action plans
• maintain accurate case documentation.

What we're looking for

Skills & competencies

customer resolution manager

full-time

stuart fl

nuco2

customer advocacy

complaint resolution

team leadership

customer retention

escalation management

service level agreements

process improvement

performance reporting

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, vision, and prescription coverage
• matching 401(k)
• paid time off and holidays
• tuition reimbursement
• employee discounts
• educational and professional development.

Why this role

Accountable for customer retention, complaint resolution effectiveness, SLA attainment, backlog management, team performance, and continuous process improvement.

About the employer

NuCO2 is hiring for this role. Industry: Steam and Air-Conditioning Supply. Sector: 22.