Candidate Requirements: Customer Support Executive ( Email Process) Languages : Excellent Verbal communication in English + Hindi (average English will not be considered) Experience : Minimum 2 years of relevant experience in Customer Support Voice process & Email process. Industry experience in Fintech, Banking, or BFSI, with exposure to products such as loans, credit cards, or insurance. Budget : Up to ₹6LPA ( Take Home depends on exp ) Typing Speed : Up to 35 WPM with 95 % Accuracy. Job Types: Full-time, Permanent Pay: ₹350,000.00 - ₹600,000.00 per year Benefits: Health insurance Life insurance Paid sick time Provident Fund Work Location: In person
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: ₹600,000.00 - ₹1,000,000.00 per year Benefits: Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund Work from home Work Location: In person