Professional Escalations Specialist
6 days ago
We are seeking an experienced professional to fill the role of Escalations Manager.
The ideal candidate will have prior experience in EdTech escalation handling over calls and a proven track record of resolving complex issues.
Key Responsibilities:
- Act as the final point of contact for unresolved learner complaints/escalations.
- Analyze root causes of issues and implement preventive measures to minimize future escalations.
- Collaborate closely with cross-functional teams to ensure fast resolution and adherence to SLAs.
- Maintain escalation metrics, generate reports, and present trends to leadership.
- Build and maintain a knowledge base of common issues and best practices to improve internal SOPs.
- Handle high-pressure situations with empathy, clarity, and professionalism.
Benefits include a competitive compensation package and opportunities for career growth and development.
If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.
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