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Escalation Lead

2 weeks ago


Mumbai, Maharashtra, India Intellihealth Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

Key Responsibilities

  • Lead and manage customer escalations related to delayed deliveries, RTO (Return to Origin), shipment damages, misrouted, and lost shipments.
  • Act as the primary point of contact between Customer Service, Logistics Operations, and 3PL Courier Partners (Delhivery, Bluedart, Xpressbees, Ekart, etc.) for escalations.
  • Investigate root causes of escalations and implement corrective & preventive actions to minimize recurrence.
  • Monitor service levels (TAT, adherence, NDD/SDD performance) and ensure escalations are resolved within defined SLAs.
  • Drive courier partner reviews on escalations, adherence, and customer impact.
  • Prepare daily / weekly / monthly dashboards on escalations, customer complaints, and resolution trends for management.
  • Collaborate with Tech/Product teams to automate escalation flows and reduce manual dependencies.
  • Work proactively to reduce repeat escalations through process improvement and data-driven insights.

Preferred candidate profile