Job Description

Job Title: Senior Escalation Specialist

Location: Kudlu Gate, Bangalore

Commitment: Full time (On Role)

Work Mode : 6 Days in Office

Job Summary:

We are seeking a Senior Escalation Executive to manage and resolve high-priority

customer complaints and escalations with a focus on ensuring customer satisfaction

and process excellence. The ideal candidate will serve as the bridge between

customers and internal teams, driving swift resolutions, maintaining SLA compliance,

and continuously improving the escalation process to enhance the overall customer

experience.

Key Responsibilities:

Own and manage Level 2/3 customer escalations received through email,
social media.

Analyze root causes of escalations and collaborate with cross-functional teams
(Tech, Operations, Product, Finance) to drive timely resolutions.

Maintain Turnaround Time (TAT) and quality SLAs for all escalated cases. Deliver clear, empathetic, and professional communication to customers
throughout the escalation lifecycle.

Identify recurring issues and partner with internal teams to recommend process
or product improvements.

Log, track, and report escalation trends, performance metrics, and key
insights to stakeholders.

Handle VIP, regulatory, and legal escalations with confidentiality, tact, and
maturity.

Mentor and support junior support agents in handling sensitive and complex
cases.

Collaborate with QA and Training teams to align on customer experience
standards and best practices.

Develop a thorough understanding of company policies, systems, and
workflows to deliver effective solutions.

Continuously identify and drive process improvement initiatives to enhance
customer experience.

Key Requirements:

Graduate in any discipline (preferred: Business, Communication, or related
fields).

2-5 years of experience in customer support or service, with at least 2 years of
escalation or complaint management experience.

Excellent verbal and written communication skills in English and Hindi. Proven ability to handle irate or distressed customers with empathy and
professionalism.

Hands-on experience with CRM tools such as Zendesk, Freshdesk, Salesforce,
or similar platforms.

Strong analytical, problem-solving, and coordination skills. Customer-first mindset and ability to perform under pressure in a fast-paced
environment.

Preferred Qualifications:

Prior experience in BFSI, FinTech, Banking, or NBFC customer support
environments.

Exposure to compliance, grievance redressal, or regulatory processes.
What We Offer:

A collaborative, customer-centric work culture. Opportunities to learn, grow, and take ownership of impactful projects. Competitive compensation and benefits package. Website : www.moneyview.in
Job Type: Full-time

Pay: ?500,000.00 - ?1,000,000.00 per year

Benefits:

Health insurance Provident Fund
Work Location: In person