Assistant Manager - Customer Experience

Snabbit; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Snabbit in Bengaluru, India, seeks a dedicated Customer Experience Escalations Lead to own high-impact cases from start to finish. You will work across Operations, Product, Quality, Trust & Safety, and other teams to drive timely resolutions while maintaining a fair, customer-centric stance.

You will mentor peers, apply data insights to identify root causes, and push for improvements in processes and policies.

Qualifications

• 3 to 4 years of experience in Customer Experience, Escalations, Operations, or similar roles.
• 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.
• Prior people-management/team-lead experience preferred.
• Experience in consumer tech, marketplace, or hyperlocal businesses is a plus.

Responsibilities

• Lead and resolve complex / high-impact customer escalations end-to-end.
• Personally handle the most sensitive or ambiguous cases requiring strong judgement.
• 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.

Skills

Customer experience

Escalations handling

Problem solving

Stakeholder management

Data-driven decisions

Job description

Role & responsibilities

• Lead and resolve complex / high-impact customer escalations end-to-end.
• Personally handle the most sensitive or ambiguous cases requiring strong judgement.
• 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.

Preferred candidate profile

• 3 to 4 years of experience in Customer Experience, Escalations, Operations, or similar roles.
• 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.
• Prior people-management/team-lead experience preferred.
• Experience in consumer tech, marketplace, or hyperlocal businesses is a plus.