Escalation Executive

Bachelor'sWe are seeking a proactive and customer-focused Customer & Social Media Escalation Executive to manage and resolve high-priority customer complaints and public-facing grievances on social media platforms. You will be the frontline representative for brand reputation and customer trust, ensuring timely, empathetic, and effective resolutions both privately and publicly. Role & responsibilities Monitor and manage customer escalations across all platforms (calls, emails, chat, social media). Track and respond to complaints, queries, or negative feedback posted on platforms like Twitter (X), Instagram, Facebook, Google Reviews, etc. Coordinate with internal teams (Operations, Product, Tech, etc.) for issue resolution and escalation management. Provide prompt, professional, and thoughtful replies to ensure positive brand sentiment. Maintain accurate records of all escalated cases and provide regular updates to leadership. Identify recurring issues and provide feedback for process improvements. Ensure SLAs and TATs are consistently met for escalated complaints. Draft reports and dashboards on complaint trends, resolution timelines, and public sentiment. Preferred candidate profile Bachelors degree in any discipline (preferred: Communications, Business, or related field). 2-5 years of experience in customer service or social media escalation roles. Strong written and verbal communication skills in English and [local language, if applicable]. Excellent problem-solving skills and emotional intelligence. Proficiency with CRM tools (e.g., Zendesk, Freshdesk) and social media tools (e.g., Hootsuite, Sprout Social). Calm under pressure, with the ability to handle difficult or irate customers diplomatically. Strong attention to detail and ability to multitask in a fast-paced environment. Working Days: 6 days, Rotational week off Why Join Us: Be part of a fast-growing, customer-centric organization Opportunity to shape public brand perception Collaborative work environment with clear career growth paths