Customer Escalation Executive
3 weeks ago
About the Company
BricknBolt is a managed marketplace providing construction services. We are category creators and front-runners in space. We are solving one of the most complex business problems and creating an ecosystem of trust for the Stakeholders - Customers, Construction professionals, and Material vendors. Construction has been a highly unorganized and severely tech-deficit industry globally. We are just not trying to organize but disrupt the industry completely using technology and process - creating the playbook for the industry.
- Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, Brick&Bolt is on a path to capture the massive and super-broken market using our technology and processes
- Expanding to more than 12 cities in 15 months. With the Series A2 round, Brick&Bolt has raised a total of $16 million. Earlier Sequoia Surge, Foundamental, HDFC Capital Advisors Limited and Stride Ventures have invested in Brick&Bolt. In Jan 2023, we raised Series A2 Funding of $10million from Accel and Celesta Capital
Role - Associate/Senior Associate - Customer Escalations
About the Role
We are looking for an experienced Customer Escalations Associate / Senior Associate to join our support team, ensuring effective resolution of tickets and feedback / VOC collection. The ideal candidate will have excellent communication skills, an obsession for customer satisfaction, and proven experience in resolving L3 / CEO escalations across Voice and Email.
Key Responsibilities:
- Timely and effective resolution of customer queries, complaints, and escalations
- Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), and resolution time (Q2R)
- Full ownership of the assigned cases and will not rest until the issue has been resolved to the customer's satisfaction
- Collaborate with dependency teams (both internal and external) and confidently interact with management/leadership
- Write detailed reports (with executive summary) on escalations/customer feedback to leadership/management
- Adhere to the SOPs and compliance requirements, exercising sound judgment to navigate obstacles independently
- Act as a voice of the customer and provide insightful feedback to internal teams on improvement areas.
Required skills and Expertise:
- Bachelor's degree in any field
- Champion of customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues
- 2+ years of experience in customer support at a leading B2C organization
- 1+ years of experience in L3 / CEO / Social Media escalations role
- Excellent communication skills with fluency in English, Hindi, and Kannada (fluency in Tamil or Telugu is a bonus)
- Working knowledge of MS Excel / Google Sheets preferred
- Hands-on experience with ticketing tools (e.g., Freshdesk)
- Proven track record of containing and resolving highly complex escalations.
Why Join Brick&Bolt?
- Brick&Bolt offers a fast-growing, innovative environment where you can make a tangible impact in the construction tech industry. Join us to revolutionize the building experience with cutting-edge solutions
- Lead a high-impact category in one of the fastest-growing construction tech startups
- Collaborate with top clients or brands and shape the future of construction
- Accelerate your career in a leadership role with immense growth potential
- If you're ready to take on this challenge and make a lasting impact, apply now and be a part of our exciting journey
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