Assistant Manager- Escalation Management- Bangalore

Job Description

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