Escalation Associate, Customer Experience

Snabbit; Bengaluru; On-site; INR 420,000 - 620,000; Full time

Job summary

Snabbit in India is hiring an Escalation Associate in Customer Experience to manage high-priority escalations end-to-end, ensuring fast, empathetic resolutions while protecting customer satisfaction and business interests.

You will handle 15–20 escalated cases daily, talk to customers, investigate issues with internal teams, and maintain clear documentation.

The role requires 2–3 years in CX/Support, strong communication, problem-solving, and the ability to thrive in a fast-moving startup.

Qualifications

• 2–3 years in Customer Experience, Escalations, Support or Operations.
• Excellent verbal and written communication with strong customer-handling.
• Strong problem-solving and decision-making ability.
• High ownership, empathy and attention to detail.
• Comfortable with difficult conversations in a fast-paced startup.
• Ability to balance customer needs with business outcomes.

Responsibilities

• Handle 15–20 escalated cases per day with ownership from investigation to closure.
• Speak directly with customers and manage sensitive conversations.
• Investigate issues, coordinate with internal teams and resolve.
• Handle cases related to service quality, refunds, damages and cancellations.
• Maintain high standards of communication, documentation and resolution quality.
• Identify recurring issues and flag gaps.
• Meet defined productivity, SLA and quality targets.

Skills

Customer Experience

Escalations

Customer Support

Operations

Ownership & accountability

Tools

Job description

Were looking for an Escalation Associate, Customer Experience

About Snabbit:

Snabbit is Indias 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. Weve already completed thousands of jobs with exceptional customer satisfactionand we’re just getting started.

Role Overview

Handle high-priority customer escalations end-to-end, ensuring fast, empathetic and effective resolution while protecting the customer experience and business interests.

Key Responsibilities

• Handle 15–20 escalated cases per day with strong ownership from investigation to closure.
• Speak directly with customers and manage sensitive and complex conversations.
• Investigate issues, coordinate with internal teams and arrive at the right resolution.
• Handle cases related to service quality, partner behaviour, refunds, damages and cancellations.
• Maintain high standards of communication, documentation and resolution quality.
• Identify recurring issues and flag process or operational gaps.
• Meet defined productivity, SLA and quality targets.

What We're Looking For

• 2–3 years of experience in Customer Experience, Escalations, Customer Support or Operations.
• Excellent verbal and written communication with strong customer-handling skills.
• Strong problem-solving and decision-making ability.
• High ownership, empathy and attention to detail.
• Comfortable handling difficult conversations and working in a fast-paced startup environment.
• Ability to balance customer needs with business outcomes.