Role Overview

Escalations and Experience Specialist - Customer Experience will own high-impact customer escalations arising from external feedback channels and critical experience failures. Beyond customer-level resolution, the role is responsible for driving long-term, structural fixes derived from root cause analysis to prevent recurrence and improve overall customer experience and brand credibility. This role requires robust customer handling skills, deep analytical capability, and the ability to convert RCA insights into measurable operational improvements.

Key Responsibilities

Customer Outreach & Experience Recovery
- Proactively contact customers who have shared critical or negative feedback across external channels.
- Conduct in-depth conversations to understand dissatisfaction drivers and unmet expectations.
- Own end-to-end resolution through calls, follow-ups, and internal coordination.
- Deliver empathetic, accurate, and solution-focused communication to rebuild customer trust.

Escalation Ownership




- Act as the single point of accountability for assigned escalations until experiential and operational closure.
- Ensure resolutions balance customer experience, policy compliance, and business impact.
- Handle sensitive or high-stakes conversations with maturity and professionalism.

Root Cause Analysis (RCA)
- Perform detailed RCA for each escalation, identifying process gaps, system limitations, training issues, or policy breakdowns.
- Document RCAs with clear problem statements, contributing factors, and evidence.
- Track repeat issues and emerging risk patterns.

Structural Fixes & Preventive Actions
- Translate RCA findings into concrete, structural fixes across process, policy, system, or training layers.
- Work with Product, Tech, Finance, Operations, QA, and Training teams to design and implement long-term corrective actions.
- Define ownership, timelines, and success criteria for each structural fix.
- Track implementation status and validate eff

📌 Customer Experience (Bengaluru)
🏢 BrightChamps
📍 Bengaluru