Lead – Customer Experience Escalations

Livspace; Bengaluru; On-site; INR 3,000,000 - 4,200,000; Full time

Job summary

Livspace seeks a seasoned Lead – Customer Experience (CX) Escalations to drive end-to-end resolution of critical customer issues and champion operational excellence as we expand our Appliances business.

You will own escalations across phone, email, social, marketplaces, and internal channels; partner with Service, Supply Chain, Warehousing, Logistics, Sales, Finance and Marketplace Operations to ensure timely resolutions; lead root cause analysis and implement preventive actions to improve CSAT

Qualifications

• 5–8 years in Customer Experience, Customer Support, or Escalation Management.
• Experience in Consumer Durables, Home Appliances, Retail, E‑commerce, or Marketplace businesses.
• Hands-on experience with CRM/Ticket Management Systems and Advanced Excel.

Responsibilities

• Own and manage end-to-end customer escalations across channels.
• Serve as single point of contact for critical issues with defined SLAs.
• Collaborate with Service, Supply Chain, Warehousing, Logistics, Sales, Finance and Marketplace Operations.
• Deliver proactive, transparent, empathetic communication throughout resolution.
• Lead root cause analysis and implement corrective actions to improve satisfaction.
• Develop escalation management processes, SOPs, and best practices.
• Monitor KPIs: TAT, SLA, FCR, CSAT, escalation closure, trend analysis.
• Prepare daily/weekly/monthly MIS reports with actionable insights.

Skills

Customer Experience

Escalation Management

CRM Systems

Advanced Excel

Stakeholder Management

Analytical Thinking

Communication Skills

Tools

CRM/Ticketing Systems

Advanced Excel

Job description

Lead – Customer Experience (CX) Escalations | Livspace

At Livspace, we’re committed to delivering exceptional customer experiences at every stage of the customer journey. As we continue to expand our Appliances business, we’re looking for a seasoned Lead – Customer Experience (CX) Escalations to drive end-to-end resolution of critical customer issues and champion operational excellence.

This role is ideal for professionals who excel at problem-solving, stakeholder management, and transforming customer challenges into positive brand experiences.

Key Responsibilities

• Own and manage end-to-end customer escalations across phone, email, social media, marketplaces, and internal channels.
• Serve as the single point of contact for critical customer issues, ensuring timely resolution in line with defined SLAs.
• Partner closely with Service, Supply Chain, Warehousing, Logistics, Sales, Finance, and Marketplace Operations to drive seamless cross-functional collaboration.
• Deliver proactive, transparent, and empathetic communication throughout the customer resolution journey.
• Lead root cause analysis for recurring issues and implement corrective and preventive actions to improve customer satisfaction.
• Develop and enhance escalation management processes, SOPs, and best practices to strengthen operational efficiency.
• Monitor and report key performance metrics, including TAT, SLA compliance, First Contact Resolution (FCR), Customer Satisfaction (CSAT), escalation closure rate, and repeat complaint trends.
• Prepare and present daily, weekly, and monthly MIS reports, providing actionable insights to support continuous process improvement.

What We’re Looking For

• 5-8 years of experience in Customer Experience, Customer Support, Customer Service Operations, or Escalation Management.
• Proven experience in Consumer Durables, Home Appliances, Retail, E-commerce, or Marketplace businesses.
• Hands-on experience with CRM/Ticket Management Systems and Advanced Excel.
• Strong stakeholder management skills with the ability to collaborate across multiple business functions.
• Excellent analytical, problem-solving, conflict resolution, and decision-making capabilities.
• Outstanding verbal and written communication skills with a strong customer-first mindset.