Customer Service Resolution Expert

1 day ago

Madurai, Tamil Nadu, India beBeeEscalation Full time ₹ 35,00,000 - ₹ 45,00,000

Escalations Manager Position

Job Title: Escalations Specialist – Customer Experience Expert

As a skilled customer experience specialist with expertise in handling post-sales operations and customer escalations, you will be the key to resolving learner and internal team complaints. Your primary goal is to work collaboratively with cross-functional teams to enhance satisfaction and efficiency.

  • Act as the final point of contact for unresolved learner and client complaints/escalations, ensuring empathy, clarity, and professionalism under high-pressure situations.
  • Analyze root causes of issues, implement preventive measures, and maintain escalation metrics, generating reports for leadership on trends and recommendations.
  • Closely collaborate with sales, delivery, tech, and support teams to ensure fast resolution, maintaining adherence to SLAs and resolution timelines.
  • Develop and maintain a knowledge base of common issues and best practices, promoting continuous improvement of internal SOPs to minimize future escalations.

For this role, we are seeking a proactive and experienced professional with 2–4 years of call escalation experience in the EdTech industry, possessing strong communication and conflict-resolution skills. You should be able to multitask, manage time effectively under pressure, and have proficiency in tools like Excel, CRM platforms (Freshdesk/Zendesk), and ticketing systems.

As a critical member of our operational team, you will need to demonstrate an analytical mindset with a strong customer-first approach and provide excellent service to learners worldwide. An MBA or PGDM degree is a plus but not mandatory. We value teamwork and a growth mindset that drives your passion for delivering exceptional results.

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