Senior Escalation Executive

4 days ago

Bengaluru, Karnataka, India Whizdm Innovations Full time ₹ 6,00,000 - ₹ 12,00,000 per year

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 in customer support.
  • Experience from compliance or regulatory sector industry

  • Senior Escalation executive

    3 days ago

    Bengaluru, Karnataka, India Al Fahad Enterprises Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Company DescriptionAl Fahad Enterprises operates across diverse industries, specializing in Tour & Travel services, organic products, and a variety of other offerings. The organization is focused on delivering excellence and innovation across its business segments. With a commitment to quality and customer satisfaction, Al Fahad Enterprises has earned a...

  • Sr. Escalation Specialist, BRP Escalations

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    We are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the...

  • Sr. Escalation Specialist, BRP Escalations

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    DESCRIPTIONWe are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the...

  • Sr. Escalation Specialist, BRP Escalations

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    DescriptionWe are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the...

  • Sr. Escalation Specialist, BRP Escalations

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    We are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the...

  • Sr. Escalation Specialist, BRP Escalations

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    DESCRIPTIONWe are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the...

  • Senior Escalation Engineer

    17 hours ago

    Bengaluru, Karnataka, India Citrix Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job DescriptionCloud Software Group is a technology company offering enterprise software solutions that focus on data, automation, insight, and collaboration across various cloud environments, including private, public, managed, and sovereign clouds; essentially providing tools for businesses to manage digital workspaces, data analytics, and application...

  • Escalation Manager

    3 days ago

    Bengaluru, Karnataka, India Palo Alto Networks Full time ₹ 1,20,000 - ₹ 2,60,000 per year

    Company DescriptionOur MissionAt Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and...

  • Escalation Manager

    2 days ago

    Bengaluru, Karnataka, India Palo Alto Networks Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Company Description Our MissionAt Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and...

  • Escalation Manager

    2 days ago

    Bengaluru, Karnataka, India Glean Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About Glean:   Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting...