About the Team The Care team at PayU Payments India serves as the frontline support for our customers ensuring seamless resolution of payment-related queries and technical issues with empathy and expertise Our dedicated professionals work round-the-clock to deliver exceptional customer experience while maintaining the highest standards of service quality and operational excellence About the Role The Social Media Escalation Analyst is responsible for managing and resolving complex customer issues that have escalated through social media channels This role involves monitoring social media platforms analysing customer sentiment identifying critical escalations and providing timely resolution to protect brand reputation The position requires a deep understanding of social media dynamics crisis management and customer service excellence to enhance customer satisfaction and maintain positive brand perception across digital platforms Responsibilities Monitor and manage social media escalations across multiple platforms Facebook Twitter Instagram LinkedIn etc to identify and prioritize critical customer issues Analyze social media sentiment and engagement data to identify trends patterns and potential reputation risks that require immediate attention Collaborate with cross-functional teams including PR legal customer service and management to develop comprehensive response strategies for complex escalations Track and report on escalation metrics including response times resolution rates sentiment improvements and customer satisfaction scores Conduct root cause analysis of recurring social media issues to identify systemic problems and recommend preventive solutions Engagement with complainants and respond to customer queries complaints via available mediums Social media platforms Emails Calls Requirements Graduate Bachelor s degree degree in communication marketing is a 2-4 years of proven experience in social media management customer service or crisis communication Demonstrated experience handling customer escalations in digital environments Experience with social media management tools and analytics platforms What we offer A positive get-things-done workplace A dynamic constantly evolving space change is par for the course - important you are comfortable with this An inclusive workplace that ensures we listen to a diverse range of voices when making decisions Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale Access to 5000 training courses accessible anytime anywhere to support your growth and development Corporate with top learning partners like Harvard Coursera Udacity About us At PayU we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper We give people in high growth markets the financial services and products they need to thrive Our expertise in 18 high-growth markets enables us to extend the reach of financial services This drives everything we do from investing in technology entrepreneurs to offering credit to underserved individuals to helping merchants buy sell and operate online Being part of Prosus one of the largest technology investors in the world gives us the presence and expertise to make a real impact Find out more at www payu com Our Commitment to Building A Diverse and Inclusive Workforce As a global and multi-cultural organization with varied ethnicities thriving across locations we realize that our responsibility towards fulfilling the D I commitment is huge Therefore we continuously strive to create a diverse inclusive and safe environment for all our people communities and customers Our leaders are committed to create an inclusive work culture which enables transparency flexibility and unbiased attention to every PayUneer so they can succeed irrespective of gender color or personal faith An environment where every person feels they belong that they are listened to and where they are empowered to speak up At PayU we have zero tolerance towards any form of prejudice whether a specific race ethnicity or of persons with disabilities or the LGBTQ communities