EdTech Escalation Specialist

6 days ago


Bhavnagar, Gujarat, India beBeeEscalations Full time ₹ 24,00,000 - ₹ 32,00,000

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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