Assistant Manager Escalation Management- Bangalore

Assistant Manager Escalation Management

Company: Shadowfax Technologies Pvt Ltd
Location: Bengaluru
Department: Customer Experience / Operations
Reports To: Associate Director – CX & Operations

About Shadowfax

Shadowfax is India's leading last-mile logistics and delivery platform, partnering with top e-commerce, quick commerce and D2C brands. We are committed to delivering exceptional service through technology-driven operations and a customer-first approach.

Role Overview

The Assistant Manager – Escalation Management will be responsible for handling, tracking and resolving high-priority client and customer escalations in a timely and effective manner. This role requires a strong problem-solving mindset, excellent communication skills and the ability to coordinate across multiple internal teams to ensure swift resolution and client satisfaction.

Key Responsibilities

Escalation Handling

Own end-to-end management of client and customer escalations across multiple platforms
Ensure all escalations are acknowledged, tracked and resolved within defined SLAs
Act as the single point of contact for critical and high-priority escalation cases
Conduct root cause analysis (RCA) for repeat escalations and drive permanent fixes

Client & Stakeholder Management

Liaise with key clients and internal teams (operations, tech, finance, last-mile) to resolve escalations
Provide timely and professional communication to clients throughout the escalation lifecycle
Prepare and share escalation reports, RCA documents and action plans with clients and leadership
Build and maintain strong relationships with client POCs to ensure trust and transparency

Team & Process Management

Lead and mentor a team of escalation executives
Define and implement SOPs for escalation handling and response protocols
Monitor team performance against SLAs, TAT and CSAT metrics
Identify process gaps and work with cross-functional teams to drive improvements

Reporting & Analytics

Prepare daily, weekly and monthly escalation MIS reports
Track escalation trends, identify repeat issues and present insights to senior management
Drive reduction in escalation volumes through proactive intervention and process improvement
Required Skills & Qualifications
Criteria Details
Education Graduate in any discipline
Experience 3–5 years in escalation management, CX or operations
Industry Logistics, e-commerce, quick commerce
Communication Excellent verbal and written English
Tools CRM platforms, Excel/Google Sheets, MIS reporting
Skills Problem solving, stakeholder management, RCA, SLA management
Key Competencies
Strong ownership and accountability mindset
Ability to stay calm and professional under pressure
Excellent interpersonal and conflict resolution skills
Data-driven approach to identifying and fixing issues
Ability to manage multiple escalations simultaneously
Leadership and team mentoring ability