Senior Executive - Social Media & Escalation

Unacademy; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Unacademy in Bengaluru is seeking a Senior Executive - Social Media & Escalation to join the Customer Support / Customer Experience team. This hands-on leadership role focuses on owning quality audits, leading a team, identifying root causes, driving corrective actions and using data to improve customer experience.

You will lead audits across calls, chats, emails and tickets, mentor QA Analysts, track metrics, build dashboards and partner with Product, Tech and Operations to resolve issues.

Qualifications

• 2–5 years of experience in Customer Support / Quality / CX Operations.
• 1–2 years of experience managing a QA or support team.
• Strong experience auditing calls, chats and emails.
• Hands-on expertise in RCA, process improvement and performance reporting.
• Good understanding of CSAT, SLA, AHT, FRT & FCR.
• Experience in a high-volume startup environment such as EdTech, E-commerce, FinTech or Mobility is a plus.

Responsibilities

• Lead regular quality audits across calls, chats, emails and tickets
• Identify recurring quality gaps and drive RCA & corrective action plans
• Manage, mentor and coach Quality Analysts / Support Associates
• Track QA Score, CSAT, SLA, AHT, FRT, FCR, productivity and error rates
• Build performance dashboards and provide actionable insights to leadership
• Drive improvements across SOPs, workflows and support processes
• Partner with Product, Tech and Operations teams to resolve recurring customer issues
• Own the complete improvement cycle - identify coach implement measure

Job description

Unacademy is hiring a Senior Executive - Social Media & Escalation to join our Customer Support / Customer Experience team in Bengaluru.

This is a hands‑on leadership role for someone who can own quality audits, lead a team, identify root causes, drive corrective actions and use data to improve customer experience.

What You’ll Do

• Lead regular quality audits across calls, chats, emails and tickets
• Identify recurring quality gaps and drive RCA & corrective action plans
• Manage, mentor and coach Quality Analysts / Support Associates
• Track QA Score, CSAT, SLA, AHT, FRT, FCR, productivity and error rates
• Build performance dashboards and provide actionable insights to leadership
• Drive improvements across SOPs, workflows and support processes
• Partner with Product, Tech and Operations teams to resolve recurring customer issues
• Own the complete improvement cycle - identify coach implement measure

What We're Looking For

• 2–5 years of experience in Customer Support / Quality / CX Operations
• 1–2 years of experience managing a QA or support team
• Strong experience auditing calls, chats and emails
• Hands‑on expertise in RCA, process improvement and performance reporting
• Good understanding of CSAT, SLA, AHT, FRT & FCR
• Strong communication, stakeholder management and problem‑solving skills
• Experience in a high‑volume startup environment such as EdTech, E-commerce, FinTech or Mobility is a plus.