
EdTech Escalation Specialist
6 days ago
About this Role
We are seeking a proactive and experienced professional with prior EdTech experience in B2C escalation handling over the calls to handle post-sales operations and customer escalations from learners and internal teams.
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.
Desired Candidate Profile:
- 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.
Requirements:
- Bachelor's Degree required; MBA or PGDM is a plus.
Salary:
Based on last drawn CTC with standard hike, aligned with company policy and experience.
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