Escalation Specialist

Role & responsibilities

* Manage and resolve customer escalations while ensuring clear ownership.

* Meet critical SLAs and maintain strong case follow-ups.

* Identify root causes and recommend process improvements.

* Collaborate with Support, Business, and Development teams.

* Handle complex issues using effective de-escalation strategies.

* Support critical launches and events.

* Drive improvements in NPS/CSAT.

Preferred candidate profile

* 3+ years of experience in Customer Support / Customer-facing roles.

* Experience handling escalations is preferred.

* Excellent written and verbal communication skills.

* Good knowledge of MS Office, Excel, CRM, and social media platforms.

* Strong analytical, problem-solving, and decision-making skills.

* Comfortable working in rotational shifts.

* Bachelors degree in any discipline.