EdTech Escalation Specialist

2 weeks ago

Bikaner, Rajasthan, India beBeeEscalations Full time ₹ 80,00,000 - ₹ 1,50,00,000
Job Title: Escalations Manager

We are seeking a proactive and experienced professional to join our team as an Escalations Manager. This role is responsible for handling post-sales operations and customer escalations from learners and internal teams, working cross-functionally to resolve them, and improving overall satisfaction and efficiency.

Key Responsibilities:

  • Act as the final point of contact for unresolved learner and client complaints/escalations.
  • 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, and ticketing systems.
  • Analytical mindset with a strong customer-first approach.
  • Experience working in a 6-day operational setup is a plus.

Benefits:

  • Salary based on last drawn CTC with standard hike, aligned with company policy and experience.

Others:

  • Bachelor's Degree required; MBA or PGDM is a plus.

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