Operational Resolutions Specialist

2 days ago

Thrissur, Kerala, India beBeeEscalations Full time ₹ 17,50,000 - ₹ 25,00,000

About Us

We are a leading online training and certification provider, offering comprehensive courses in various domains including Data Science, Cloud Computing, AI, and more. Our mission is to provide high-quality educational content and empower learners worldwide to achieve their career objectives.

Our extensive network of 10 million learners from 150+ countries has placed us at the forefront of the edtech industry. We collaborate with top universities such as MIT and IITs to create courses that enhance employability for working professionals and fresh graduates.

We have experienced significant growth in the past year and continue to strive for excellence in our field.

Job Title: Escalations Manager – Operations

Job Location: Bangalore (Work from Office)

Working Days: 6 Days a Week

Role Summary:

We are seeking an experienced Escalations Manager to join our team. The successful candidate will handle post-sales operations and customer escalations from learners and internal teams, work cross-functionally to resolve them, and improve overall satisfaction and efficiency.

Main Responsibilities:

  1. Analyze root causes of issues and implement preventive measures.
  2. Closely collaborate with sales, delivery, tech, and support teams to ensure fast resolution.
  3. Maintain escalation metrics, generate reports, and present trends to leadership.
  4. Build and maintain a knowledge base of common issues and best practices.
  5. Monitor SLAs and ensure adherence to resolution timelines.
  6. Handle high-pressure situations with empathy, clarity, and professionalism.
  7. 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 will be based on your last drawn CTC with a standard hike, aligned with company policy and experience.

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