Support Operations Lead (Escalations)

About Apna:

Role Overview

Support Operations Lead (Escalations)

Requirement - 1

Location - Bangalore (Work from Office - Domlur)

Skills Required for the role

Working

Requirements

Responsibilities:

End-to-End Escalation Handling:

• Own and resolve all L2 escalations raised by employers across the support lifecycle: onboarding, job posting, job fulfillment, and hiring
• Act as the final escalation point for critical issues, ensuring swift and effective resolution
  

Social Media Escalation Management:

• Monitor and respond to employer queries or concerns raised on platforms like LinkedIn, Twitter, etc
• Work with social and communications teams to maintain a consistent, empathetic, and professional brand tone
  

Internal Escalation Ownership:

• Serve as the go-to person for internal support teams when workflows break or need intervention
• Coordinate with cross-functional stakeholders (Product, Ops, Tech, Sales) to unblock issues and align on solutions
  

Problem Solving & Root Cause Analysis:

• Deep dive into recurring issues, identify patterns, and recommend fixes or process changes
• Drive closure through documentation (SOPs, RCA reports) and preventive measures
  

Data-Backed Decision Making:

• Use support data and insights to prioritize problems and propose scalable solutions
• Maintain dashboards, track metrics, and share learnings with leadership for continuous improvement
  

Communication & Influence:

• Communicate clearly and persuasively in English with employers and internal stakeholders
• Use strong convincing skills to guide discussions toward resolution, especially in tough conversations
  

What we're looking for:

• 3-6 years of experience in support ops, escalation management, or customer experience roles (ideally in tech/platform/marketplace environments)
• Hands-on experience with L2 support workflows and owning high-stakes cases
• Strong problem-solving skills with a logical, solution-first approach
• Experience in handling both social media escalations and internal process breakdowns
• Excellent communication skills; fluent in English with a natural ability to convince and empathize
• Data-savvy - can interpret data, draw insights, and act on it confidently
• Proficient with tools like Zendesk, Freshdesk, or similar platforms
  

Why join Apna?

• Make a direct impact by improving employer experience across India's #1 job platform
• Be the voice of the customer and drive change without needing to manage a team
• Join a high-growth, mission-driven company solving meaningful problems at scale
• Work with smart, collaborative teams in a fast-paced environment where your work truly matters