Escalations Manager

Getvisitapp; Dadri; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Getvisitapp is hiring a Resolution/Escalation Manager in Dadri, Uttar Pradesh. The role demands leadership in handling escalations, analytical skills, and collaboration with customer support teams. Candidates should have 4-7 years of experience in escalation management, preferably with a background in E-commerce or consumer tech. Strong communication and stakeholder management abilities are essential. Immediate joiners are preferred, and healthcare experience is a plus.

Qualifications

• 4–7 years of experience in Customer Support or Escalation Management.
• 1–2 years in a managerial role handling escalations.
• Experience in E-commerce or consumer tech is preferred.

Responsibilities

• Own and manage escalated cases end-to-end.
• Conduct detailed Root Cause Analysis (RCA).
• Collaborate with cross-functional teams to resolve issues.

Skills

Analytical skills

Stakeholder management

Customer-first mindset

Communication

Tools

CRM tools (Zendesk, Freshdesk, Salesforce)

Job description

About Role

We are hiring a Resolution/Escalation Manager to lead escalations, drive RCA, and work closely with Customer Support & Operations to ensure seamless issue closure. The role requires strong analytical skills, stakeholder management, and a customer-first mindset.

Key Responsibilities

• Own and manage escalated cases end-to-end.
• Work with Operations and Support teams to understand user grievances and pain points.
• Conduct detailed Root Cause Analysis (RCA) and ensure accurate and final resolution to users.
• Ensure all communication threads with stakeholders are closed—no repeat queries from customers.
• Analyze escalation data to identify trends, gaps, and actionable insights.
• Recommend process changes to reduce repeats and improve service quality.
• Collaborate with cross-functional teams to implement corrective and preventive measures.
• Maintain escalation SLAs and communication quality standards.
• Guide and support agents based on RCA learnings.

Must Have’s

• 4–7 years of experience in Customer Support, Escalation Management, Control Tower, or Service Quality.
• Minimum 1–2 years in a team lead or managerial role handling escalations or resolution functions.
• Experience in E-commerce, Q-commerce, hyperlocal, or fast‑paced consumer tech setups.
• Strong analytical skills with the ability to identify patterns and derive insights.
• Excellent communication and stakeholder management abilities.
• Comfortable working with ambiguous problems and bringing structured solutions.
• Demonstrates a strong customer‑first mindset.
• Immediate joiners preferred; healthcare experience is an added advantage.

Good to Have

• Experience with CRM and escalation tools (Zendesk, Freshdesk, Salesforce, etc.).
• Exposure to service quality frameworks or SOP building.