Customer Support Executive (Email Escalation Desk)

About the Role:

L3 Support Agents

As a Level 3 agent, you will handle advanced customer issues escalated beyond the L1 and L2 support teams. Your expertise will be critical in maintaining customer satisfaction and ensuring process excellence.

Key Responsibilities:

Level 3 escalations

complex or sensitive customer issues

·      Work cross-functionally with product, tech, and operations teams to identify root causes and permanent solutions

·      Maintain thorough documentation of all escalated cases and resolutions

quick turnaround time

·      Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements

Requirements:

2–3 years of experience

e-commerce industry

analytical thinking and critical problem-solving

written and verbal communication

o  Customer-focused mindset with a calm and solution-oriented approach

Freshdesk experience preferred

o  Ability to work independently and collaboratively in a fast-paced environment

·      Process Window - 8am to 8pm 

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