2 - 31 years
5 - 7 Lacs
Posted:5 days ago|
Platform:
On-site
Full Time
We are looking for a highly solution-oriented and analytical Support Operations Lead (Escalations) to manage critical employer escalations across Apna’s hiring journey. You will independently handle all high-priority and complex cases routed to the Escalation desk, ensuring quick resolution, data-backed decisions, and a world-class support experience. This Role is suited for someone who loves solving problems, thrives under pressure, and enjoys working cross-functionally. 2–5 years of experience in support ops, escalation management, or customer experience roles (ideally in app/platform/marketplace environments). Hands-on experience with Escalation 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.
Apna Time tech pvt ltd.
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