Job Description

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 the resolution 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)

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹500,000.00 per year

Benefits:

Health insurance Leave encashment Life insurance * Provident Fund