Escalations Manager

About Company

Intellipaat is a leading online training and certification provider, offering comprehensive courses in various domains, including Data Science, Cloud Computing, AI, and more. We are committed to providing high-quality educational content and empowering learners worldwide to achieve their career objectives. We have more than 10 million learners from 150+ countries learning on our platform. We collaborate with the world's top universities, such as MIT and IITs, to create courses that enhance employability for working professionals and fresh graduates.

🏆Recognized by Economic Times as the most preferred edtech company, Intellipaat has experienced 10X growth in the past year. Join us for a journey of sustainable career growth, job security, and continuous learning! 📈

🔹 Job Title: Escalations Manager – EdTech Operations

🔹 Company: Intellipaat

🔹 Job Location: Bangalore (Work from Office)

🔹 Working Days: 6 Days a Week

🔹 Salary: As per last drawn CTC with standard hike

🔸 Role Summary:

We are seeking a proactive and experienced Escalations Manager with prior EdTech experience in B2C escalation handling over the calls to join our team. You will handle post-sales operations and customer escalations from learners and internal teams, work cross-functionally to resolve them, and improve overall satisfaction and efficiency.

🔸 Key Responsibilities:

Act as the final point of contact for unresolved learner and client complaints/escalations.

● Analyze root causes of issues and implement preventive measures.

● Collaborate closely with sales, delivery, tech, and support teams to ensure fast resolution.

● Maintain escalation metrics, generate reports, and present trends to leadership.

● Build and maintain a knowledge base of common issues and best practices.

● Monitor SLAs and ensure adherence to resolution timelines.

● Handle high-pressure situations with empathy, clarity, and professionalism.

● Improve internal SOPs to minimize future escalations.

🔸 Desired Candidate Profile:

-2–4 years of experience in call escalations in the EdTech industry.

● Strong communication and conflict-resolution skills.

● Ability to multitask and manage time effectively under pressure.

● Proficiency in tools like Excel, CRM platforms (Freshdesk/Zendesk), and ticketing systems.

● Analytical mindset with a strong customer-first approach.

● Experience working in a 6-day operational setup is a plus.

🔸 Educational Qualification:

• Bachelor’s Degree required; MBA or PGDM is a plus.

🔸 Compensation:

• Salary will be based on your last drawn CTC with a standard hike, aligned with company policy and experience.

🔸 How to Apply:

👉 If you want to apply, please click on the link below: