Operational Escalation Manager

1 week ago

Tiruppur, Tamil Nadu, India beBeeEscalations Full time ₹ 60,00,000 - ₹ 1,20,00,000

Job Title: Escalations Manager

We are seeking a proactive and experienced individual to manage escalations in EdTech operations. The ideal candidate will have prior experience in B2C escalation handling, excellent communication and conflict-resolution skills, and the ability to multitask under pressure.

The role involves analyzing root causes of issues, implementing preventive measures, and collaborating closely with sales, delivery, tech, and support teams to ensure fast resolution. Key responsibilities include maintaining escalation metrics, generating reports, and presenting trends to leadership, as well as building and maintaining a knowledge base of common issues and best practices.

A bachelor's degree is required, and an MBA or PGDM is a plus. The salary will be based on your last drawn CTC with a standard hike, aligned with company policy and experience.

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.

Required Skills and Qualifications:

  • 2-4 years of experience in call escalations in the EdTech industry.
  • Strong communication and conflict-resolution skills.
  • Ability to multitask and manage time effectively under pressure.
  • Proficiency in tools like Excel, CRM platforms (Freshdesk/Zendesk), and ticketing systems.
  • Analytical mindset with a strong customer-first approach.

Benefits:

  • Salary based on last drawn CTC with a standard hike.

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