Escalation Specialist

Designation: TL - Customer Escalations

About the Role

We are looking for an experienced Customer Escalations - TL to lead our support team, ensuring effective resolution of

tickets, and continuous improvement of processes. The ideal candidate will have excellent communication skills, an

obsession for customer satisfaction, and proven experience in building high-performing support teams.

Responsibilities:

● Lead, mentor, and develop a team of customer support representatives.

● Conduct regular performance reviews, coaching sessions, and training programs to upskill the team.

● Ensure timely and effective handling of customer queries, complaints, and escalations.

● Own key performance indicators (KPIs) like customer satisfaction (C-SAT), first response time (FRT), resolution time (Q2R).

● Develop and implement strategies to improve customer satisfaction and retention.

● Drive improvement in support operations through process and technology.

● Develop and implement SOPs and knowledge bases to streamline customer support processes.

● Collaborate with stakeholder teams to address recurring issues.

● Publish insightful reports on team performance, KPIs, and customer feedback to senior management.

● Work closely with Sales, Design and Operations teams to ensure customer needs are addressed effectively.

● Act as a voice of the customer by providing feedback to other departments regarding improvements areas.

Ideal Candidate:

● Epitome of customer-centricity and empathy, who leaves no stone unturned in resolving customer issues.

● 1+ years of experience in customer support at leading B2C startups.

● 1+ years of experience in CEO / Social Media escalations team.

● 1+ years of team handling experience.

● Excellent communication skills with fluency in English, Hindi and Kannada (fluency in Tamil or Telugu is a bonus).

● Bachelor's degree in any field.

● Comfortable with MS Excel / Google Sheets (basic SQL knowledge is a bonus).

● Hands-on experience with ticketing tools (e.g., Zendesk, Freshdesk, etc.).

● Proven track record of owning and improving KPIs like CSAT, FRT and NPS.

Skills Required
Basic Sql, google sheets , Ms Excel