Assistant Manager Customer Experience

Role Overview

Own high-impact customer escalations end-to-end, ensuring quick, fair and customer-first resolutions. Work closely with cross-functional teams to investigate issues, make sound decisions, drive closure and identify recurring problems to improve the overall customer experience.

Role & responsibilities

• Own critical customer escalations end-to-end, from investigation to closure.
• Coordinate with City Ops, Partner Ops, CX, Product and other teams to drive timely resolutions.
• Investigate incidents, identify root causes and make clear, data-backed decisions.
• Manage sensitive cases involving service quality, partner behaviour, damages, refunds and social escalations.
• Identify recurring escalation themes and drive process/root-cause fixes.
• Maintain escalation SLAs and ensure clear documentation and closure.
• Track escalation trends and share actionable insights with leadership.
• Help build and improve escalation SOPs, policies and playbooks.

Preferred candidate profile

• 3 to 4 years of experience in Customer Experience, Escalations, Operations or Service Recovery.
• Strong ownership and ability to make decisions under pressure.
• Excellent communication and stakeholder management skills.
• Sharp problem-solving and analytical skills.
• Comfortable working in a fast-paced, high-growth startup environment.
• Ability to handle ambiguity, sensitive situations and multiple escalations simultaneously.