Job Description

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 call centero Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance)for swift resolutiono Maintain TAT and quality SLAs for escalated ticketso Provide clear, empathetic, and professional communication to customers throughout there solution processo Identify recurring issues and work with internal teams to propose process or product improvementso Log, track, and report escalation trends and performance metrics to stakeholderso Support training and mentoring of junior support agents on handling sensitive caseso Work closely with QA and Training teams to align on customer experience standardso Handle VIP, regulatory, and legal escalations with confidentiality and maturity

Key Requirements:

Graduate in any discipline; preferred: specialization in business, communication, or related fieldso 2-5 years of experience in customer support with at least 1-2 years handling escalations or complaintso Strong verbal and written communication skills in English (regional language proficiency is a plus)o Ability to handle irate customers with calm and professionalismo Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRMo Analytical mindset with strong problem-solving skillso Willingness to work in a fast-paced, customer-first environmento Flexibility to work in rotational shifts (if applicable)

Preferred Qualifications:

Experience in BFSI / FinTech / E-commerce / Telecom / SaaS customer supporto Experience from compliance or regulatory sector industry
Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹650,000.00 per year

Benefits:

Cell phone reimbursement Health insurance Leave encashment Life insurance Paid sick time Paid time off * Provident Fund