Customer Experience Specialist
13 hours ago
Escalations Manager - Customer Experience
Role Summary:
We seek a skilled Escalations Manager to oversee post-sales operations and customer escalations from learners and internal teams. This role requires collaboration with various departments to resolve issues, enhance 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.
- Closely work 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.
Benefits:
Salary based on your last drawn CTC with a standard hike, aligned with company policy and experience.
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