Escalation Executive

Snabbit; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Snabbit is seeking an experienced professional to manage customer and operational escalations in a fast-paced environment. You will take ownership of escalated cases, coordinate with internal teams, and drive resolution while keeping customers informed of progress.

The role emphasizes strong communication, ownership, and the ability to work with multiple stakeholders to improve overall customer experience and reduce recurring escalations.

Qualifications

• 13 years of experience in Customer Support, Escalation Management, Customer Experience, Operations, or a similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle difficult conversations and challenging situations professionally.

Responsibilities

• Handle customer and operational escalations through calls, emails, and other communication channels.
• Take ownership of escalated cases and ensure timely resolution within defined timelines.
• Coordinate with internal teams and stakeholders to investigate issues and drive resolutions.
• Maintain regular communication with customers and provide timely updates on their concerns.
• Identify root causes of recurring issues and highlight trends to stakeholders.
• Maintain accurate records of escalations, resolutions, and turnaround times.
• Escalate critical issues to appropriate stakeholders when required.
• Work with Operations, Customer Support, and cross-functional teams to improve customer experience.
• Share insights to reduce recurring escalations and improve processes.

Skills

Customer escalation management

Stakeholder coordination

Communication skills

Problem solving

Conflict resolution

Excel/Sheets tracking

Job description

Role & responsibilities

• Handle customer and operational escalations through calls, emails, and other communication channels.
• Take ownership of escalated cases and ensure timely resolution within defined timelines.
• Coordinate with internal teams and stakeholders to investigate issues and drive resolutions.
• Maintain regular communication with customers and provide timely updates on their concerns.
• Identify the root cause of recurring issues and highlight trends to relevant stakeholders.
• Maintain accurate records of escalations, resolutions, and turnaround times.
• Follow up with relevant teams to ensure closure of pending cases.
• Escalate critical or unresolved issues to the appropriate stakeholders when required.
• Work closely with Operations, Customer Support, and other cross-functional teams to improve the overall customer experience.
• Share insights and recommendations to help reduce recurring escalations and improve processes.

Preferred candidate profile

• 13 years of experience in Customer Support, Escalation Management, Customer Experience, Operations, or a similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle difficult conversations and challenging situations professionally.
• Strong ownership and follow-up skills.
• Ability to work in a fast-paced and dynamic environment.
• Good stakeholder and cross-functional coordination skills.
• Comfortable working with Excel or Google Sheets for tracking and reporting.
• Experience in a startup, hyperlocal, e-commerce, or customer-focused organisation will be an added advantage.