Senior 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 callcenter• 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 theresolution process• Identify recurring issues and work with internal teams to propose process or productimprovements• 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 maturityKey Requirements:• Graduate in any discipline; preferred: specialization in business, communication, or relatedfields• 2–5 years of experience in customer support with at least 1–2 years handling escalations orcomplaints• Strong verbal and written communication skills in English (regional language proficiency is aplus)• 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: ₹400,000.00 - ₹700,000.00 per year

Benefits:

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

Work Location: In person