Job Summary Senior Escalation Executive We are seeking a Senior Escalation Executive to manage and resolve high-priority customer complaints and escalations The ideal candidate will be responsible for driving resolution across internal teams ensuring customer satisfaction and continuously improving the escalation process Key Responsibilities Own and manage Level 2 3 customer escalations received via email social media or call center Analyze root causes and coordinate with cross-functional teams Tech Ops Product Finance for swift resolution Maintain TAT and quality SLAs for escalated ticketso Provide clear empathetic and professional communication to customers throughout there solution process Identify recurring issues and work with internal teams to propose process or product improvements Log track and report escalation trends and performance metrics to stakeholders Support training and mentoring of junior support agents on handling sensitive cases Work closely with QA and Training teams to align on customer experience standards Handle VIP regulatory and legal escalations with confidentiality and maturity Key Requirements Graduate in any discipline preferred specialization in business communication or related fields 2-5 years of experience in customer support with at least 1-2 years handling escalations or complaints Strong verbal and written communication skills in English regional language proficiency is a plus Ability to handle irate customers with calm and professionalism Exposure to tools like Zendesk Freshdesk Salesforce or any CRM Analytical mindset with robust problem-solving skills Willingness to work in a fast-paced customer-first environment Flexibility to work in rotational shifts if applicable Preferred Qualifications Experience in BFSI FinTech E-commerce Telecom SaaS customer support Experience from compliance or regulatory sector industry Job Types Full-time Permanent Pay 500 000 00 - 650 000 00 per year Benefits Cell phone reimbursement Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund