Assistant Manager - Customer Service (Escalations)

About Snabbit:

Snabbit is India’s first Quick-Service App, delivering home services in just 15 minutes through a hyperlocal network of trained and verified professionals. Backed by Elevation Capital, Nexus Venture Partners and Lightspeed, Snabbit is redefining convenience in home services with quality and speed at its core. Founded by Aayush Agarwal, ex-Chief of Staff at Zepto, Snabbit is bringing an innovative approach to transform home services. In a short time, we’ve completed thousands of jobs with unmatched customer satisfaction, and we’re scaling rapidly

What You’ll Do – Position Summary:

Seeking a reliable, quick-thinker to manage real-time safety alerts and emergency escalations. You'll coordinate swift responses, resolve critical incidents, and ensure expert support during high-pressure situations. Ideal for someone with strong crisis management skills who thrives in fast-paced environments.

Key Responsibilities:

• Monitor real-time SOS alerts and respond within 30–60 seconds.
• Initiate outcalls, assess expert safety, classify incidents, and coordinate with emergency services.
• Act as the first responder for escalations, service disruptions, or safety concerns.
• Maintain an escalation matrix and ensure timely routing and resolution.
• Document all incidents in a centralized tracker with timestamps, issue types, actions, and outcomes.
• Analyze trends to identify high-risk areas or training needs.
• Collaborate with Tech/Product to improve SOS workflows.
• Generate weekly/monthly reports on incident volumes, SLAs, and team performance.

Why Join Us:

● Be part of a fast-growing startup backed by top-tier investors.

● Take ownership of a high-impact role and contribute to building India’s quickest home services platform.

● Work with a passionate team that values results, energy, and innovation.