Job Summary We are looking for a highly skilled and empathetic L2 Customer Support Escalations Specialist to manage complex customer issues that go beyond the scope of frontline support. In this role, you will act as the bridge between our Level 1 support team and other internal departments, ensuring timely and accurate resolution of escalated customer inquiries. Key Responsibilities Handle and resolve escalated customer issues from the L1 support team via tickets, emails, chats, or calls. Analyze issues, identify root causes, and work with relevant teams (Product, Engineering, Operations) to implement solutions. Maintain clear, professional, and empathetic communication with customers throughout the escalation process. Document resolution steps and update internal knowledge base to reduce repeat issues. Collaborate closely with L1 agents to provide coaching and feedback that improves first-contact resolution. Monitor and report on escalation trends, identifying opportunities for improvement in support processes and product performance. Ensure compliance with SLAs (Service Level Agreements) and internal escalation procedures. Participate in regular training to stay current with product updates and support tools. Requirements 2-4 years of experience in a customer support role, with at least 1 year in an escalation or L2 role. Strong problem-solving skills and ability to remain calm under pressure. Excellent written and verbal communication skills. Experience with support platforms like Zendesk, Fresh desk, Salesforce, or similar. Ability to interpret technical issues and communicate solutions clearly to non-technical users. Strong organizational skills and attention to detail. A customer-first mindset and a proactive approach to problem resolution. This job is provided by Shine.com Show more Show less

Role Overview We are looking for an HR Operations Executive to support core HR processes including onboarding, induction, payroll coordination, and compliance. This role ensures smooth employee lifecycle management and collaboration with internal teams like Finance and Compliance. Key Responsibilities Coordinate end-to-end onboarding: documentation, background checks, and system creation Conduct employee inductions and ensure smooth Day 1 experience Manage statutory processes including ESI, PF, and professional tax Prepare and validate payroll inputs for the Finance team (attendance, leaves, variable payout, etc.) Support Full Final (FNF) settlements and exit formalities Maintain accurate employee data and update HRIS platforms Respond to employee queries related to HR operations and policies Assist with HR audits, MIS reporting, and documentation Requirements Bachelors degree in HR, Business Administration, or related field 1-4 years of experience in HR operations or generalist role Familiarity with ESI, PF, FNF, and payroll coordination Working knowledge of Excel and HRMS tools Strong attention to detail and organizational skills Good communication and coordination abilities This job is provided by Shine.com Show more Show less