Assistant Manager

Role & responsibilities

• Oversee daily operations of the escalations desk, ensuring all cases are handled with urgency and accuracy.
• Serve as a subject-matter expert for complex customer concerns, providing guidance to agents and team leads.
• Review escalated cases, identify root causes, and coordinate with cross-functional teams (Operations, Quality, Product, Engineering, etc.) to drive resolution.
• Monitor service levels, turnaround times, and customer satisfaction metrics related to escalations.
• Communicate clearly with customers, stakeholders, and senior leadership on case status and outcomes.
• Support the Escalations Manager in policy creation, workflow optimization, and training initiatives.
• Track trends in escalations to recommend process improvements and reduce systemic issues.
• Prepare regular reports on escalation volumes, drivers, and performance indicators.
• Provide coaching, feedback, and support to team members to maintain high service standards.

Preferred candidate profile

• Bachelors degree or equivalent experience.
• 6+ years of experience in customer service, support, or escalation handling.
• Strong analytical and problem-solving skills.
• Excellent communication, negotiation, and conflict-resolution abilities.
• Experience with CRM or ticketing tools (e.g., Zendesk, Salesforce, Freshdesk).
• Ability to work in a fast-paced and high-pressure environment