Escalation Management Manager

Joblet-AI; India; Remote; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Learning stipend

Bonus program

Health benefits

Remote-friendly

Job summary

Joblet-AI is actively seeking a visionary Escalation Management Manager to join our growing remote team. In this pivotal role, you will shape operations, drive strategic initiatives, and deliver exceptional results within your functional area.

The ideal candidate will combine big-picture strategic thinking with hands-on, tactical execution. Key responsibilities include collaborating with internal departments to ensure seamless service delivery, responding promptly to client inquiries and

Qualifications

• 5–8 years of progressive experience in a relevant functional role.
• Strong de-escalation, problem-solving, and customer relationship skills.
• Proficient with helpdesk, ticketing, or CRM platforms.
• Excellent written and verbal communication, including asynchronous capabilities.

Responsibilities

• Collaborate with internal departments to ensure seamless service delivery.
• Respond to client inquiries and escalations promptly and professionally.
• Gather, synthesize, and act upon critical client feedback to improve processes.
• Take complete ownership of complex project execution, strategy, and final delivery.
• Act as a trusted subject matter expert and advisor for cross-functional initiatives.

Skills

De-escalation

Problem solving

CRM software knowledge

Communication

Remote collaboration tools

Stakeholder management

Data-driven decisions

Ambiguity handling

Tools

Helpdesk software

CRM software

Ticketing system

Job description

We are actively seeking a visionary Escalation Management Manager 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:

• Collaborate with internal departments to ensure seamless service delivery.
• Respond promptly and professionally to client inquiries and escalations.
• Gather, synthesize, and act upon critical client feedback to improve processes.
• Take complete ownership of complex project execution, strategy, and final delivery.
• Act as a trusted subject matter expert and advisor for cross-functional initiatives.

Required Skills & Qualifications:

• Excellent de-escalation, problem-solving, and customer relationship management skills.
• Strong working knowledge of helpdesk, ticketing, or CRM software.
• Exceptional written, verbal, and asynchronous communication capabilities.
• High-level proficiency with remote collaboration platforms (Slack, Zoom, Teams).
• 5-8 years of demonstrated, progressive success in a relevant functional role.

What You'll Bring:

• The proven ability to thrive and drive results in an ambiguous, fast-paced setting.
• Strong analytical abilities coupled with a commitment to data-driven decision making.
• Exceptional stakeholder management, active listening, and negotiation skills.
• 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.