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Conflict Resolution Specialist
2 weeks ago
About Company
We are a leading online training and certification provider, offering comprehensive courses in various domains. Our mission is to provide high-quality educational content and empower learners worldwide to achieve their career objectives.
We collaborate with top universities to create courses that enhance employability for working professionals and fresh graduates. We have over 10 million learners from 150+ countries learning on our platform.
Our organization has experienced significant growth in the past year, and we continue to innovate and expand our offerings.
Job Title: Escalations Manager – EdTech Operations
We are seeking a proactive and experienced Escalations Manager with prior EdTech experience in B2C escalation handling to join our team. You 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.
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.
- Improve internal SOPs to minimize future escalations.
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.
- Experience working in a 6-day operational setup is a plus.
Compensation:
- Salary will be based on your last drawn CTC with a standard hike, aligned with company policy and experience.
How to Apply:
Please click on the link below:
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