Escalation Specialist

As a Senior Escalation Specialist, your role will involve owning high-priority customer issues from start to finish, ensuring swift resolutions, and enhancing escalation processes. Your experience in health-tech/startups, proficiency in Freshdesk, and strong problem-solving skills will be key to your success in this position. Key Responsibilities: - Manage P0/P1 escalations promptly and provide clear updates to stakeholders. - Investigate root causes of issues and collaborate with Product, Tech, Ops, and CX teams for resolution. - Identify and address process/system gaps through thorough analysis. - Utilize Freshdesk effectively, including workflows, automations, SLAs, and reporting. - Demonstrate excellent written and verbal communication skills to handle complex conversations. - Apply strong analytical skills to identify patterns and recurring issues. - Thrive in fast-paced, ambiguous environments with a high sense of ownership. - Be open to working on rotational rosters, including weekends, as per business requirements. Qualifications: - Experience in managing P0/P1 escalations with a proactive approach. - Proficiency in investigating root causes and driving cross-functional resolutions. - Ability to identify and close process/system gaps through structured analysis. - Strong hands-on experience with Freshdesk, including workflows, automations, SLAs, and reporting. - Excellent communication skills to handle complex conversations effectively. - Strong analytical skills to recognize patterns and recurring issues. - Proven track record of excelling in fast-paced, ambiguous environments with a high level of ownership. - Willingness to work on rotational rosters, including weekends, to meet business needs. Note: The additional information provided reiterates the proactive nature required for the role, the importance of fast issue resolutions, and the necessity of possessing expertise in health-tech/startups and Freshdesk.,