Customer Happiness Champion - Escalations Professional

Wazirx; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

WazirX in Mumbai is seeking a Customer Happiness Champion - Escalations to manage high-priority customer interactions and leadership escalations across channels. You will coordinate with internal teams to resolve issues and maintain documented escalation logs.

The role requires strong communication, judgment, and the ability to operate in fast-paced, high-visibility environments. Fintech or crypto exposure is a plus.

Qualifications

• 3-5 years of experience in customer support or escalation management.
• Strong written and verbal communication skills.
• Ability to manage high-pressure and sensitive situations.
• Strong stakeholder management and coordination abilities.
• High ownership and problem-solving mindset.

Responsibilities

• Manage and resolve customer escalations across channels.
• Handle leadership and CEO-level escalations with accountability.
• Coordinate with internal teams for timely issue resolution.
• Monitor social sentiment and flag critical concerns proactively.
• Maintain clear documentation and escalation tracking processes.
• Support initiatives focused on customer trust and experience.

Skills

Escalation management

Communication skills

Stakeholder coordination

High-pressure handling

Job description

Job Summary

The Customer Happiness Champion - Escalations will manage high-priority and sensitive customer interactions across social media and leadership escalations. This role requires strong communication, judgment, and the ability to operate effectively in high-visibility situations.

Responsibilities

• Manage and resolve customer escalations across channels
• Handle leadership and CEO-level escalations with accountability
• Coordinate with internal teams for timely issue resolution
• Monitor social sentiment and flag critical concerns proactively
• Maintain clear documentation and escalation tracking processes
• Support initiatives focused on customer trust and experience

Requirements

• 3-5 years of experience in customer support or escalation management
• Strong written and verbal communication skills
• Ability to manage high-pressure and sensitive situations
• Strong stakeholder management and coordination abilities
• High ownership and problem-solving mindset
• Ability to operate in fast-paced environments

Nice to Have

• Experience in fintech, crypto, or customer-facing digital platforms

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.