Customer Experience

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

Job summary

BrightCHAMPS in Bangalore is seeking an Escalations and Experience Specialist for Customer Experience to own high-impact escalations from external feedback channels. You will drive long-term fixes through root cause analysis to prevent recurrence and improve customer experience and brand credibility.

The role requires strong customer handling, deep analytical capability, and the ability to translate RCA insights into measurable operational improvements, working with Product, Tech, Finance,

Qualifications

• Strong RCA and problem-solving skills with a system-level mindset.
• Excellent verbal communication and customer handling skills.
• Ability to influence cross-functional teams and drive closure.
• High ownership and bias for long-term solutions.
• Working knowledge of Excel for data analysis.

Responsibilities

• Proactively contact customers who shared critical feedback across channels.
• Conduct in-depth conversations to understand dissatisfaction drivers.
• Own end-to-end resolution through calls, follow-ups and internal coordination.
• Deliver empathetic, accurate communication to rebuild trust.
• Act as single point of accountability until closure.
• Translate RCA findings into structural fixes across processes.
• Collaborate with Product, Tech, Finance, Operations, QA and Training.
• Track implementation status and validate effectiveness post-rollout.

Skills

RCA analysis

Customer handling

Cross-functional influence

Verbal communication

Ownership

Tools

Microsoft Excel

Pivot tables

Job description

Bangalore South, India

BrightCHAMPS is reimagining how children learn for the future. By blending structured pedagogy with real-world application, we help young minds master essential skills like coding, AI, financial literacy, entrepreneurship, and communication. Our mission is simple: turn curiosity into confidence and learning into lifelong capability—empowering children across the globe to thrive in a rapidly evolving world.

BrightCHAMPS ’ course offerings are built to help children discover what they’re capable of. Each program is thoughtfully designed to develop practical skills—such as logical thinking through coding, decision‑making through financial literacy, innovation through entrepreneurship, and confidence through communication. The learning journey emphasizes hands‑on projects, real‑world scenarios, and personalized guidance, enabling students to apply what they learn beyond the screen. These courses aim to nurture independence, curiosity, and a growth mindset—skills that stay with learners for life.

Job Description

Role Overview

Escalations and Experience Specialist - Customer Experience will own high-impact customer escalations arising from external feedback channels and critical experience failures. Beyond customer-level resolution, the role is responsible for driving long-term, structural fixes derived from root cause analysis to prevent recurrence and improve overall customer experience and brand credibility. This role requires strong customer handling skills, deep analytical capability, and the ability to convert RCA insights into measurable operational improvements.

Key Responsibilities

Customer Outreach & Experience Recovery

• Proactively contact customers who have shared critical or negative feedback across external channels.
  
• Conduct in-depth conversations to understand dissatisfaction drivers and unmet expectations.
  
• Own end-to-end resolution through calls, follow‑ups, and internal coordination.
  
• Deliver empathetic, accurate, and solution‑focused communication to rebuild customer trust.
  
• Act as the single point of accountability for assigned escalations until experiential and operational closure.
  
• Ensure resolutions balance customer experience, policy compliance, and business impact.
  
• Handle sensitive or high‑stakes conversations with maturity and professionalism.
  

Root Cause Analysis (RCA)

• Perform detailed RCA for each escalation, identifying process gaps, system limitations, training issues, or policy breakdowns.
  
• Document RCAs with clear problem statements, contributing factors, and evidence.
  
• Track repeat issues and emerging risk patterns.
  

Structural Fixes & Preventive Actions

• Translate RCA findings into concrete, structural fixes across process, policy, system, or training layers.
  
• Work with Product, Tech, Finance, Operations, QA, and Training teams to design and implement long‑term corrective actions.
  
• Define ownership, timelines, and success criteria for each structural fix.
  
• Track implementation status and validate effectiveness post‑rollout.
  

Feedback Loop Closure

• Close the loop with customers by explaining actions taken at both individual and systemic levels.
  
• Encourage customers to revisit their earlier feedback based on the final resolution and improvements made.
  
• Monitor post‑resolution sentiment to assess experience recovery impact.
  

Reporting & Insights

• Maintain escalation dashboards covering root causes, structural fixes, repeat themes, and resolution outcomes.
  
• Present insights and recommendations to leadership for decision‑making and prioritization.
  
• Flag high‑risk areas proactively before they escalate into widespread experience issues.
  

Requirements

• Strong RCA and problem‑solving skills with a system‑level mindset.
  
• Excellent verbal communication and customer handling skills.
  
• Ability to influence cross‑functional teams and drive closure.
  
• High ownership and bias for long‑term solutions over short‑term fixes.
  
• Working knowledge of Microsoft Excel, including data analysis using pivot tables.
  

Success Metrics

• Reduction in recurrence of identified root causes.
  
• Implementation rate and effectiveness of structural fixes.
  
• Improvement in post‑resolution customer sentiment.
  
• Timeliness and quality of RCA and corrective action delivery.