Escalation Specialist
8 hours ago
Job Description Job Title: Senior Escalation Specialist Location: Bangalore Work Mode: On-site / Hybrid Work Days: 6-day week About The Role We're looking for a proactive Senior Escalation Specialist to own high-priority customer issues end-to-end, ensure fast resolutions, and strengthen our escalation processes. The ideal candidate has solid experience in health-tech/startups, deep Freshdesk expertise, and a strong problem-solving mindset. Key Responsibilities Requirements - Manage P0/P1 escalations with swift action and clear stakeholder updates. - Investigate root causes and drive cross-functional resolution with Product, Tech, Ops, and CX. - Identify and close process/system gaps through structured analysis. - Strong hands-on Freshdesk experience (workflows, automations, SLAs, reporting). - Excellent written and verbal communication skills with the ability to handle complex conversations. - Strong analytical skills with the ability to identify patterns and recurring issues. - Proven ability to work in fast-paced, ambiguous environments with high ownership. - Open to rotational rosters, including weekends, based on business needs. Qualifications Key Responsibilities Requirements - Manage P0/P1 escalations with swift action and clear stakeholder updates. - Investigate root causes and drive cross-functional resolution with Product, Tech, Ops, and CX. - Identify and close process/system gaps through structured analysis. - Strong hands-on Freshdesk experience (workflows, automations, SLAs, reporting). - Excellent written and verbal communication skills with the ability to handle complex conversations. - Strong analytical skills with the ability to identify patterns and recurring issues. - Proven ability to work in fast-paced, ambiguous environments with high ownership. - Open to rotational rosters, including weekends, based on business needs. Additional Information We're looking for a proactive Senior Escalation Specialist to own high-priority customer issues end-to-end, ensure fast resolutions, and strengthen our escalation processes. The ideal candidate has solid experience in health-tech/startups, deep Freshdesk expertise, and a strong problem-solving mindset.
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