Escalation & Customer Experience Manager

Escalation & Customer Experience Manager

Location: Chennai
Experience: 5 to 10 Years
Employment Type: Full-Time

Job Summary

We are looking for an experienced Escalation & Customer Experience Manager to handle critical customer issues, improve customer satisfaction, and ensure timely resolution of complaints. The role requires strong leadership, effective communication, and the ability to coordinate with multiple departments to deliver a consistent and positive customer experience.

Key Responsibilities

• Handle high-priority customer complaints and escalations through phone, email, and other communication channels.
• Ensure timely resolution of customer issues within defined service-level agreements (SLAs).
• Coordinate with internal teams to resolve customer concerns and prevent recurring issues.
• Monitor customer satisfaction, feedback, complaint trends, and service quality.
• Identify root causes of escalations and implement corrective actions.
• Develop and improve customer support processes, escalation workflows, and service standards.
• Lead, mentor, and monitor the performance of the customer support team.
• Prepare and present MIS reports on escalations, resolution time, customer satisfaction, and team performance.
• Work closely with senior management to improve customer retention and overall service delivery.

Required Skills & Qualifications

• 5 to 10 years of experience in Customer Experience, Customer Support, Escalation Management, or Service Operations.
• Minimum 2 years of team management or escalation-handling experience.
• Excellent communication, negotiation, and conflict-resolution skills.
• Strong experience in complaint management, SLA monitoring, and customer relationship management.
• Ability to analyze customer issues, identify root causes, and drive timely resolutions.
• Good knowledge of CRM tools, MS Excel, and MIS reporting.
• Strong leadership, decision-making, and cross-functional coordination skills.

Preferred Experience

• Experience in SaaS, IT services, technology, or service-based organizations.
• Knowledge of customer satisfaction metrics such as CSAT, NPS, and resolution time.

Key Performance Indicators (KPIs)

• Customer satisfaction and retention.
• Timely resolution of escalations within SLA.
• Reduction in repeat complaints.
• Team productivity and service quality.
• Customer complaint closure rate.