Proactive Escalations Resolution Specialist

13 hours ago

Mysore, Karnataka, India beBeeEscalation Full time ₹ 15,55,200 - ₹ 24,24,000

About the Role

We are seeking a seasoned and detail-oriented Proactive Escalations Resolution Specialist with experience in EdTech industry escalation handling over calls.

The ideal candidate will be responsible for managing post-sales operations, 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.
  • 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.

Benefits:

We offer competitive salary and benefits package aligned with company policy and experience.

We value work-life balance and encourage professional growth and development.

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