Escalation Management Lead

Joblet-AI; India; Remote; INR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Annual learning & development stipend

Health and wellness benefits

Fully remote, flexible hours

Performance-based bonus structure

Opportunity to work on high-impact, aff

Job summary

Joblet-AI is seeking an Escalation Management Lead to join a fully remote, global team. This role blends strategic thinking with hands-on execution to resolve complex issues and drive program-wide improvements across operations.

You will troubleshoot customer problems, collect and act on feedback, maintain precise stakeholder records, and collaborate across departments to ensure seamless service delivery. The ideal candidate thrives in a fast-paced, ambiguous environment and communicates clearly

Qualifications

• High-level proficiency with modern cloud-based enterprise solutions.
• Proven track record in operations, project management, or client success.
• Proven comfort and productivity operating in a fully remote, distributed environment.
• Exceptional ability to manage multiple competing priorities simultaneously.
• Exceptional written, verbal, and asynchronous communication capabilities.

Responsibilities

• Troubleshoot, investigate, and resolve complex operational or customer issues.
• Gather, synthesize, and act upon critical client feedback to improve processes.
• Maintain highly detailed and accurate records of all stakeholder interactions.
• Collaborate with internal departments to ensure seamless service delivery.
• Analyze operational workflows to identify bottlenecks and implement scalable solutions.

Skills

Cloud-based solutions

Operations management

Client success

Remote work

Prioritization

Communication skills

Job description

We are actively seeking a visionary Escalation Management Lead to join our growing remote team. In this pivotal role, you will be instrumental in shaping our operations, driving strategic initiatives, and delivering exceptional results within your functional area. The ideal candidate will combine big-picture strategic thinking with hands‑on, tactical execution.

Key Responsibilities:

• Troubleshoot, investigate, and resolve complex operational or customer issues.
• Gather, synthesize, and act upon critical client feedback to improve processes.
• Maintain highly detailed and accurate records of all stakeholder interactions.
• Collaborate with internal departments to ensure seamless service delivery.
• Analyze operational workflows to identify bottlenecks and implement scalable solutions.

Required Skills & Qualifications:

• High-level proficiency with modern cloud-based enterprise solutions.
• Proven track record in operations, project management, or client success.
• Proven comfort and productivity operating in a fully remote, distributed environment.
• Exceptional ability to manage multiple competing priorities simultaneously.
• Exceptional written, verbal, and asynchronous communication capabilities.

What You’ll Bring:

• The proven ability to thrive and drive results in an ambiguous, fast‑paced setting.
• A proactive, solution‑oriented mindset that thrives on solving complex problems.
• An unwavering commitment to operational quality, accuracy, and overall excellence.
• Fully remote, flexible work hours
• Performance-based bonus structure
• Annual learning & development stipend
• Health and wellness benefits (varies by location)
• Opportunity to work on high-impact projects

Equal Opportunity Employer:

This is an equal opportunity role. Applications are welcomed from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.