Senior Customer Care Executive

About the Role

We are looking for a Team Lead to manage customer issues escalated to the L2 support desk for our online product. This role focuses on handling complex customer situations, ensuring clear communication, resolving concerns through coordination, and improving the overall support experience.

This position does not require technical troubleshootinginstead, it requires strong customer empathy, problem-solving, ownership, and the ability to work across teams to close issues efficiently.

Key Responsibilities

L2 Escalation Handling

• Take ownership of customer cases that L1 support cannot resolve.
• Review case history, customer communication, and previous attempts before taking action.
• Assess escalation severity and prioritise based on customer impact and urgency.
• Ensure timely resolution while keeping the customer fully informed.

Customer Communication & Experience

• Communicate with customers in a clear, empathetic, and professional manner.
• Handle sensitive, high-friction, or repetitive issues with patience and accuracy.
• Provide regular updates until resolution and ensure customer satisfaction post-closure.
• Represent the “voice of the customer” in internal discussions.

Cross-Functional Coordination

• Work with internal teams such as Policy, Quality, Operations, Product Support, or Compliance to close escalations.
• Ensure the right information is gathered, validated, and delivered to customers.
• Follow up with teams to avoid delays and escalate internally when needed.

Case Quality & RCA

• Analyse escalation patterns to identify gaps in L1 handling, policies, or user communication.
• Prepare clear RCA (root cause analysis) notes for recurring or sensitive issues.
• Support in updating internal SOPs to prevent repeat escalations.

Process & Documentation

• Maintain proper records of actions taken during each escalation.
• Ensure all tickets meet internal quality, documentation, and SLA standards.
• Share feedback with L1 teams to improve issue-handling quality.

Reporting & Metrics

• Track escalations, resolution time, SLA adherence, and customer satisfaction metrics.
• Provide weekly/monthly reports with insights and improvement recommendations.
• Help reduce repeat escalations and improve first-time resolution performance.

Required Skills & Qualifications

• 2+ years of experience in customer support, L2 support, or escalation management.
• Strong communication skills—written and verbal—with excellent grammar and clarity.
• High customer empathy, patience, and ability to handle difficult conversations.
• Strong problem-solving and decision-making skills.
• Ability to work calmly under pressure and manage multiple cases simultaneously.
• Strong ownership mindset and attention to detail.

Preferred Attributes

• Experience supporting an online platform or consumer-facing digital service.
• Experience handling policy-driven or sensitive customer issues.
• Ability to coach or mentor L1 support agents.
• Good understanding of support workflows and escalations.