Escalations Manager

🔸 About Company

Intellipaat is a leading online training and certification provider, offering comprehensive courses in various domains, including Data Science, Cloud Computing, AI, and more. We are committed to providing high-quality educational content and empowering learners worldwide to achieve their career objectives. We have more than 10 million learners from 150+ countries learning on our platform. We collaborate with the world's top universities, such as MIT and IITs, to create courses that enhance employability for working professionals and fresh graduates.

🏆Recognized by Economic Times as the most preferred edtech company, Intellipaat has experienced 10X growth in the past year. Join us for a journey of sustainable career growth, job security, and continuous learning! 📈

🔹 Job Title : Escalations Manager – EdTech Operations

🔹 Company : Intellipaat

🔹 Job Location : Bangalore (Work from Office)

🔹 Working Days : 6 Days a Week

🔹 Salary : As per last drawn CTC with standard hike

🔸 Role Summary :

We are seeking a proactive and experienced Escalations Manager with prior EdTech experience in B2C escalation handling over the calls to join our team. You will handle post-sales operations and customer escalations from learners and internal teams, work cross-functionally to resolve them, and improve overall satisfaction and efficiency.

🔸 Key Responsibilities :

Act as the final point of contact for unresolved learner and client complaints / escalations.

• Analyze root causes of issues and implement preventive measures.
• Collaborate closely with sales, delivery, tech, and support teams to ensure fast resolution.
• Maintain escalation metrics, generate reports, and present trends to leadership.
• Build and maintain a knowledge base of common issues and best practices.
• Monitor SLAs and ensure adherence to resolution timelines.
• Handle high-pressure situations with empathy, clarity, and professionalism.
• Improve internal SOPs to minimize future escalations.

🔸 Desired Candidate Profile :

🔸 Educational Qualification :

🔸 Compensation :

🔸 How to Apply :

👉 If you want to apply, please click on the link below :