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 centero Analyze root causes and coordinate with cross-functional teams Tech Ops Product Finance for swift resolutiono Maintain TAT and quality SLAs for escalated ticketso Provide clear empathetic and professional communication to customers throughout there solution processo Identify recurring issues and work with internal teams to propose process or product improvementso Log track and report escalation trends and performance metrics to stakeholderso Support training and mentoring of junior support agents on handling sensitive caseso Work closely with QA and Training teams to align on customer experience standardso Handle VIP regulatory and legal escalations with confidentiality and maturity Key Requirements Graduate in any discipline preferred specialization in business communication or related fieldso 2-5 years of experience in customer support with at least 1-2 years handling escalations or complaintso Strong verbal and written communication skills in English regional language proficiency is a plus o Ability to handle irate customers with calm and professionalismo Exposure to tools like Zendesk Freshdesk Salesforce or any CRMo Analytical mindset with strong problem-solving skillso Willingness to work in a fast-paced customer-first environmento Flexibility to work in rotational shifts if applicable Preferred Qualifications Experience in BFSI FinTech E-commerce Telecom SaaS customer supporto Experience from compliance or regulatory sector industry Job Types Full-time Permanent Pay 500 000 00 - 650 000 00 per year Perks Cell phone reimbursement Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund