Support Operations Lead (Escalations)

apna

Bengaluru

On-site

INR 800,000 - 1,200,000

Full time

14 days+

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Benefits offered by this job

Direct impact on employer experience

Flexible working arrangements

Collaborative and fast-paced work environment

Job summary

A leading platform in India is seeking a Support Operations Lead (Escalations) to manage employer escalations effectively. The role requires someone adept at problem-solving, with a solid background in customer support operations and the ability to communicate effectively across teams. The position offers an opportunity to impact employer experiences significantly within a high-growth environment.

Qualifications

3-6 years of experience in support ops or customer experience roles.
Hands-on experience with L2 support workflows.
Data-savvy with the ability to interpret insights.

Responsibilities

Manage L2 escalations and ensure swift resolution.
Monitor employer queries on social media platforms.
Conduct root cause analysis of recurring issues.

Skills

Fluent in English

Fluent in Hindi

Problem Solving

Communication

Data Interpretation

Tools

Zendesk

Freshdesk

Job description

About Apna:

Apna is India's leading jobs platform built for the entire spectrum of the workforce—from entry-level and frontline workers to mid-skill professionals. It enables millions of job seekers and employers to connect directly and efficiently across industries such as sales, marketing, delivery, operations, customer support, finance, and more.

Role Overview

We are looking for a highly solution-oriented and analytical Support Operations Lead (Escalations) to manage critical employer escalations across Apna's hiring journey. You will independently handle all high-priority and complex cases routed to the Escalation desk, ensuring quick resolution, data-backed decisions, and a world-class support experience.

This Role is suited for someone who loves solving problems, thrives under pressure, and enjoys working cross-functionally.

Requirement - 1

Location - Bangalore (Work from Office - Domlur)

Skills Required for the role - Fluent in English, and Hindi (must)

Working: 5-day working (flexibility to work 6 days as per business requirements)

Requirements

Responsibilities:

End-to-End Escalation Handling:

Own and resolve all L2 escalations raised by employers across the support lifecycle: onboarding, job posting, job fulfillment, and hiring
Act as the final escalation point for critical issues, ensuring swift and effective resolution

Social Media Escalation Management:

Monitor and respond to employer queries or concerns raised on platforms like LinkedIn, Twitter, etc
Work with social and communications teams to maintain a consistent, empathetic, and professional brand tone

Internal Escalation Ownership:

Serve as the go-to person for internal support teams when workflows break or need intervention
Coordinate with cross-functional stakeholders (Product, Ops, Tech, Sales) to unblock issues and align on solutions

Problem Solving & Root Cause Analysis:

Deep dive into recurring issues, identify patterns, and recommend fixes or process changes
Drive closure through documentation (SOPs, RCA reports) and preventive measures

Data-Backed Decision Making:

Use support data and insights to prioritize problems and propose scalable solutions
Maintain dashboards, track metrics, and share learnings with leadership for continuous improvement

Communication & Influence:

Communicate clearly and persuasively in English with employers and internal stakeholders
Use strong convincing skills to guide discussions toward resolution, especially in tough conversations

What we're looking for:

3-6 years of experience in support ops, escalation management, or customer experience roles (ideally in tech/platform/marketplace environments)
Hands-on experience with L2 support workflows and owning high-stakes cases
Strong problem-solving skills with a logical, solution-first approach
Experience in handling both social media escalations and internal process breakdowns
Excellent communication skills; fluent in English with a natural ability to convince and empathize
Data-savvy - can interpret data, draw insights, and act on it confidently
Proficient with tools like Zendesk, Freshdesk, or similar platforms

Why join Apna?

Make a direct impact by improving employer experience across India's #1 job platform
Be the voice of the customer and drive change without needing to manage a team
Join a high-growth, mission-driven company solving meaningful problems at scale
Work with smart, collaborative teams in a fast-paced environment where your work truly matters

Seniority level