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 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 there solution 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)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: ₹600,000.00 - ₹1,000,000.00 per year

Benefits:

Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund Work from home
Work Location: In person