Escalation Specialist

3 days ago

Bengaluru, Karnataka, India ACKO Full time ₹ 4,00,000 - ₹ 8,00,000 per year
ABOUT US

ACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core.

We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers.

But what truly sets us apart? Our people. At ACKO, every Acker's voice and ideas matter. We're a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work.

Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKO's value proposition of ʻWelcome Change' focuses on offerings that make insurance simple and hassle-free With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers.

Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims" Anchored in a tech-centric philosophy, ACKO's approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Acker's idea matters, their voice is heard, and their growth is part of our mission.

About Job

The Escalation Desk Executive is responsible for managing high-priority customer escalations across service lines. The role requires prompt acknowledgment, in-depth analysis, and timely resolution of escalated cases through close coordination with internal stakeholders. The primary objective is to drive customer satisfaction by resolving concerns with speed, accuracy, and professionalism.

Skills & Qualification

  • Must be a graduate from any stream

  • Strong communication and interpersonal skills

  • Problem-solving mindset with a sense of urgency

  • Ability to multitask and work under pressure

  • Collaborative approach with effective stakeholder management

Responsibilities

  • Manage and respond to customer escalations received via email, phone, or official portals

  • Collaborate with internal teams (Claims, Operations, Legal, Tech, etc.) to gather inputs and ensure quick resolution

  • Ensure all escalations are addressed within defined turnaround times (TAT)

  • Provide clear, professional, and empathetic communication to customers regarding case status and resolution

  • Maintain proper documentation and case summaries for each escalation

  • Act as a liaison between customers and internal departments to ensure timely closure and high service quality

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