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Job Title: Ecommerce Escalation Manager

Department: Operations / Customer Experience

Reports to: Director of Customer Success / Head of Operations

Role Purpose

The Ecommerce Escalation Manager is responsible for resolving high-priority customer issues that frontline agents cannot handle. This role serves as the final internal authority for complex disputes involving order fulfillment, payment failures, and technical glitches. You will be tasked with "saving" the relationship with our most valuable customers while working cross-functionally to fix the root causes of these failures.

Key Responsibilities

- High-Stakes Resolution: Act as the primary point of contact for "Tier 3" escalations, including legal threats, social media "PR fires," and high-value VIP account disputes.
- Root Cause Analysis: Partner with Logistics and IT teams to investigate why an escalation happened (e.g., a recurring API error in the checkout or a specific warehouse bottleneck).
- Process Optimization: Design and maintain the Escalation Matrix, defining exactly when a ticket moves from a bot to an agent, and from an agent to leadership.
- Cross-Functional Liaison:



Coordinate between Warehouse (fulfillment issues), Finance (refund/fraud disputes), and Product (website bugs) to ensure a closed-loop resolution.
- Executive Reporting: Provide weekly "State of the Friction" reports to leadership, highlighting trends in customer dissatisfaction and the financial impact of service recoveries.

Required Skills & Qualifications

- Platform Expertise: Mastery of ecommerce platforms (e.g., Shopify Plus, Magento, or Salesforce Commerce Cloud) and CRM/Helpdesk tools (Zendesk, Gorgias, or Gladly).
- De-escalation Mastery: Exceptional emotional intelligence (EQ) and the ability to remain calm and professional under verbal fire.
- Analytical Mindset: Ability to pull data from SQL or Google Analytics 4 to prove that a specific technical issue is affecting $X in potential revenue.
- Negotiation: Robust ability to negotiate "make-good" offers (discounts, replacements) that satisfy the customer without unnecessarily eroding margins.

Job Types: Full-time, Permanent

Pay: ₹400,000.00 - ₹600,000.00 per year

Work Location: In person

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