
Senior Escalation Executive
1 day ago
Job Summary: Senior Escalation Executive
We are seeking a Senior Escalation Executive to manage and resolve high-priority customer complaints and escalations. The ideal candidate will be responsible for driving resolution across internal teams, ensuring customer satisfaction, and continuously improving the escalation process.
Key Responsibilities:
- Own and manage Level 2/3 customer escalations received via email, social media, or call center.
- Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance) for swift resolution
- Maintain TAT and quality SLAs for escalated tickets
- Provide clear, empathetic, and professional communication to customers throughout the resolution process
- Identify recurring issues and work with internal teams to propose process or product improvements
- Log, track, and report escalation trends and performance metrics to stakeholders
- Support training and mentoring of junior support agents on handling sensitive cases
- Work closely with QA and Training teams to align on customer experience standards
- Handle VIP, regulatory, and legal escalations with confidentiality and maturity
Key Requirements:
- Graduate in any discipline; preferred: specialization in business, communication, or related fields
- 2 - 4 years of experience in customer support with at least 1-2 years handling escalations or complaints
- Strong verbal and written communication skills in English and Hindi
- Ability to handle irate customers with calm and professionalism
- Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRM
- Analytical mindset with strong problem-solving skills
- Willingness to work in a fast-paced, customer-first environment
Preferred Qualifications:
- Experience in BFSI / FinTech customer support
- Experience from compliance or regulatory sector industry
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