Customer Escalation Executive

About the Company

BricknBolt is a managed marketplace providing construction services. We are category creators and front-runners in space. We are solving one of the most complex business problems and creating an ecosystem of trust for the Stakeholders - Customers, Construction professionals, and Material vendors. Construction has been a highly unorganized and severely tech-deficit industry globally. We are just not trying to organize but disrupt the industry completely using technology and process - creating the playbook for the industry.

• Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, Brick&Bolt is on a path to capture the massive and super-broken market using our technology and processes
• Expanding to more than 12 cities in 15 months. With the Series A2 round, Brick&Bolt has raised a total of $16 million. Earlier Sequoia Surge, Foundamental, HDFC Capital Advisors Limited and Stride Ventures have invested in Brick&Bolt. In Jan 2023, we raised Series A2 Funding of $10million from Accel and Celesta Capital

Role - Associate/Senior Associate - Customer Escalations

About the Role

We are looking for an experienced Customer Escalations Associate / Senior Associate to join our support team, ensuring effective resolution of tickets and feedback / VOC collection. The ideal candidate will have excellent communication skills, an obsession for customer satisfaction, and proven experience in resolving L3 / CEO escalations across Voice and Email.

Key Responsibilities:

• Timely and effective resolution of customer queries, complaints, and escalations
• Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), and resolution time (Q2R)
• Full ownership of the assigned cases and will not rest until the issue has been resolved to the customer’s satisfaction
• Collaborate with dependency teams (both internal and external) and confidently interact with management/leadership
• Write detailed reports (with executive summary) on escalations/customer feedback to leadership/management
• Adhere to the SOPs and compliance requirements, exercising sound judgment to navigate obstacles independently
• Act as a voice of the customer and provide insightful feedback to internal teams on improvement areas.

Required skills and Expertise:

• Bachelor’s degree in any field
• Champion of customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues
• 2+ years of experience in customer support at a leading B2C organization
• 1+ years of experience in L3 / CEO / Social Media escalations role
• Excellent communication skills with fluency in English, Hindi, and Kannada (fluency in Tamil or Telugu is a bonus)
• Working knowledge of MS Excel / Google Sheets preferred
• Hands-on experience with ticketing tools (e.g., Freshdesk)
• Proven track record of containing and resolving highly complex escalations.

Why Join Brick&Bolt?

• Brick&Bolt offers a fast-growing, innovative environment where you can make a tangible impact in the construction tech industry. Join us to revolutionize the building experience with cutting-edge solutions
• Lead a high-impact category in one of the fastest-growing construction tech startups
• Collaborate with top clients or brands and shape the future of construction
• Accelerate your career in a leadership role with immense growth potential
• If you’re ready to take on this challenge and make a lasting impact, apply now and be a part of our exciting journey!