Customer Support Executive-Social Media Escalations Location :

Customer Support Executive – Social Media Escalations

Location :

Amar Tech Park, Block B, 4th floor, Balewadi, Pune, India, 411045

About the Role :

We’re looking for a proactive and empathetic Customer Support Executive to manage customer escalations received via social media platforms (Instagram, Twitter / X, Facebook, etc.). The ideal candidate will be skilled at resolving issues quickly, maintaining brand tone, and turning negative experiences into positive customer interactions.

Key Responsibilities :

• Monitor, track, and respond promptly to customer queries and complaints across all social media platforms.
• Handle escalated cases from the social media team or community managers with empathy and professionalism.
• Coordinate with internal teams (operations, logistics, product, or tech) to ensure timely resolution.
• Maintain consistent brand voice and communication standards in all replies.
• Identify trending issues or recurring complaints and share insights with the relevant departments.
• Prepare weekly reports on social media escalations, response time, and resolution rate.
• Escalate critical or sensitive issues to management as needed.

Requirements :

Preferred Skills :

What We Offer :