Senior Expert Legal Escalations

Sunrun
United States
Full timeUSD 66,798.09 - 89,064.12Function: Legal, Risk & ComplianceExperience: 5+ yearsEducation: high_schoolSkills: ["Written communication","Oral communication","Negotiation","Problem-solving","Organizational skills"]

Manage end-to-end resolution of high-risk, legally escalated customer cases within an assigned region. Serve as the primary point of contact for executive-level escalations, collaborating cross-functionally to schedule actions, communicate transparently, and prevent re-escalations. Investigate root causes, handle interactions with attorneys, regulators, and third parties, maintain detailed case documentation, and identify process improvements to reduce contact rates while supporting team best practices.

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FursaFursa
Sunrun
Sunrun
1 day ago

Senior Expert Legal Escalations

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Manage end-to-end resolution of high-risk, legally escalated customer cases within an assigned region. Serve as the primary point of contact for executive-level escalations, collaborating cross-functionally to schedule actions, communicate transparently, and prevent re-escalations. Investigate root causes, handle interactions with attorneys, regulators, and third parties, maintain detailed case documentation, and identify process improvements to reduce contact rates while supporting team best practices.
Location: United States
Employment Type: Full time
Job Function: Legal, Risk & Compliance
Seniority: Manager level

Key Responsibilities

  • •Serve as the dedicated case manager for escalated customer issues within an assigned region, overseeing resolution from initiation to completion.
  • •Handle multiple escalation categories, coordinating with executives and third parties such as insurance third-party administrators, attorneys, and regulatory agencies.
  • •Investigate root causes to ensure related concerns are fully addressed and prevent future re-escalations.
  • •Drive cost-effective resolution paths by negotiating alternatives where possible while balancing customer satisfaction and cost control.
  • •Act as a team lead for complex cases, provide guidance, maintain case documentation in company systems, and contribute to process improvements.

Pay and Benefits

Salary: USD 66,798.09 - 89,064.12

Key Requirements

  • •5+ years of relevant work experience, preferably in customer success, project management, planning, or coordination with an in-house legal department.
  • •High school diploma or equivalent; Bachelor’s degree preferred.
  • •Excellent written and oral communication skills to explain complex issues across executives, attorneys, and regulatory agencies.
  • •Strong organization and time management skills to work independently on multiple cases with minimal supervision.
  • •Proficiency with Google Suite and Excel/PowerPoint; Salesforce knowledge preferred.
Experience:5+ years
Education:High School
Skills:Written communicationOral communicationNegotiationProblem-solvingOrganizational skills
Tech Stack:Google SuiteExcelPowerPointSalesforce

Company Brief

Sunrun
Provides residential solar, battery storage, and energy services that help homeowners generate and manage clean electricity. Sunrun designs, installs, finances, and maintains home solar systems and related products across the United States.
Industry: Solar Energy
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2007
Glassdoor
Glassdoor: 3.7
WebsiteLinkedInGlassdoor