
EdTech Operations Specialist
2 days ago
About this role
We are looking for a skilled Escalations Manager to join our team. The ideal candidate will have experience in call escalations and be able to handle high-pressure situations with empathy, clarity, and professionalism.
Key responsibilities include:
- Analyzing root causes of issues and implementing preventive measures
- Collaborating closely with sales, delivery, tech, and support teams to ensure fast resolution
- Maintaining escalation metrics and generating reports
- Building and maintaining a knowledge base of common issues and best practices
- Monitoring SLAs and ensuring adherence to resolution timelines
The desired candidate profile includes:
- 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
Requirements include a Bachelor's Degree, with an MBA or PGDM being a plus. Salary will be based on your last drawn CTC with a standard hike, aligned with company policy and experience.
We look forward to hearing from you.
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