Senior Manager - Customer Experience

About the Company: Snabbit is India's first Quick-Service App delivering home services in just 10 minutes through a hyperlocal network of trained and verified professionals. Backed by marquee investors, Snabbit is redefining the home services space by combining speed, quality, and trust. Founded by Aayush Agarwal (ex-Chief of Staff at Zepto), Snabbit is on a mission to make home services as seamless and instant as ordering groceries. We've already completed thousands of jobs with exceptional customer satisfaction—and we're just getting started.

About the Role: This role is part of Snabbit's Customer Experience team, responsible for resolving complex customer escalations and ensuring a high bar for customer trust and experience. As an Escalation Lead, you will own tricky cases, guide the team on difficult decisions, and work with cross-functional stakeholders to solve root causes.

Responsibilities:

• Lead and resolve complex / high-impact customer escalations end-to-end.
• Personally handle the most sensitive or ambiguous cases requiring strong judgment.
• Build a customer-first approach while balancing business context and fairness.
• Investigate issues using case history, data, and stakeholder inputs to identify root causes.
• Drive resolution with Operations, Product, Quality, Trust & Safety, and other teams.
• Identify recurring issues and turn escalations into actionable business improvements.
• Coach the team on problem-solving, communication, judgment, and escalation handling.

Qualifications:

• 4–7 years of experience in Customer Experience, Escalations, Operations, or similar roles.

Required Skills:

• Strong customer obsession and ability to handle challenging customer situations with empathy.
• Excellent problem-solving and decision-making skills in ambiguous situations.
• Strong stakeholder management and communication skills.
• Comfortable using data and insights to make decisions.
• High ownership and ability to solve beyond the immediate customer issue.

Preferred Skills:

• Prior people-management/team-lead experience preferred.
• Experience in consumer tech, marketplace, or hyperlocal businesses is a plus.

Interested candidates, please fill out the G Form below to express your interest and proceed with the application - https://docs.google.com/forms/d/e/1FAIpQLSdvEGbVddWtwlzfR_7Y-TFKT2k1zCt8VmPbGadLCZByS-Nlsg/viewform