Escalation Specialist

Job Summary: Senior Escalation Executive

We are seeking a Senior Escalation Executive to manage and resolve high-priority customer complaints and escalations. The ideal candidate will be responsible for driving resolution across internal teams, ensuring customer satisfaction, and continuously improving the escalation process.

Key Responsibilities:

• Own and manage Level 2/3 customer escalations received via email, social media, or call center

• Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance)for swift resolution

• Maintain TAT and quality SLAs for escalated tickets

• Provide clear, empathetic, and professional communication to customers throughout there solution process

• Identify recurring issues and work with internal teams to propose process or product improvements

• Log, track, and report escalation trends and performance metrics to stakeholders

• Support training and mentoring of junior support agents on handling sensitive cases

• Work closely with QA and Training teams to align on customer experience standards

• Handle VIP, regulatory, and legal escalations with confidentiality and maturity

Key Requirements:

•Graduate in any discipline; preferred: specialization in business, communication, or related fields

• 2–5 years of experience in customer support with at least 1–2 years handling escalations or complaints

• Strong verbal and written communication skills in English (regional language proficiency is a plus)

• Ability to handle irate customers with calm and professionalism• Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRM

• Analytical mindset with strong problem-solving skills

• Willingness to work in a fast-paced, customer-first environment

• Flexibility to work in rotational shifts (if applicable)

Preferred Qualifications:

• Experience in BFSI / FinTech / E-commerce / Telecom / SaaS customer support

• Experience from compliance or regulatory sector industry

Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹650,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Life insurance
• Paid time off
• Provident Fund