Assistant Manager, Escalations

Job title:
Assistant Manager, Escalations

Location:
Gurgaon, India

Reporting to:
AVP, Customer Support

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for an Assistant Manager, Escalations who can help us move even faster.

noon's mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered.With a young, aggressive, and talented team, we're driving major missions forward.

Responsibilities:

• Resolve complaints within the defined SLA and maintain 24/7 team availability to addresscustomer concerns promptly.
• Analyze recurring complaint patterns, identify key attributes, and collaborate with groundoperations and tech teams to implement root-level solutions.
• Reduce resolution times for common issues by improving processes, refining ticket assignment logic, and developing mechanisms to identify potential escalations early.
• Prepare detailed Root Cause Analyses (RCA) for unique or complex cases, driving necessary changes across the value chain to prevent recurrence.
• Compile and share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
• Uphold company policies, regulatory requirements, and industry standards throughout all complaint resolution processes.
• Develop and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
• Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.
• Work closely with internal technology and product teams to drive innovative and impactful changes to enhance the overall customer experience.

What you'll need:

We are seeking an outstanding early-career professional with a proven knack for problem-solving, demonstrated both in their personal and professional journey. The ideal candidate should exhibit structured thinking, the ability to synthesize information from diverse sources to achieve optimal outcomes, and a willingness to make decisions—whether grounded in logic or guided by intuition or combination of both when necessary. Below are the key skills and qualities we value in the candidate:

• High level of commitment, availability and accountability - non negotiable
• We prefer to hire someone who owns the failure and has courage to accept and work towards closure
• Courage to pin point problem and effectively communicate to the respective stakeholders, drive changes
• Degree in Engineering or MBA, with a minimum of 5+ years of experience in a relevant role and any of the following is a must:
• Program management experience in quick commerce or food aggregator, min 3 years with proven track record of solving at least 2 customer pain points and cost saving initiatives
• Experience in designing supply chain products and strategy that resulted in significant cost reduction.
• Meticulous attention to detail, with the ability to identify problems, perform deep dives to gather insights, and craft data-driven solutions.
• Solid project management skills and ability to create micro projects to achieve key objectives
• Meticulous planning, drive for execution, relentless pursuit and eagerness
• Excellent data analysis skills, including data extraction using SQL, data modeling, and documentation
• Outstanding communication skills, along with strong data interpretation and documentation abilities

Who will excel?

• We're looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.