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 tickets Provide clear empathetic and qualified communication to customers throughout the resolution 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 strong problem-solving skills Willingness to work in a fast-paced customer-first environment Flexibility to work in rotational shifts if applicable Job Types Full-time Permanent Pay 300 000 00 - 500 000 00 per year Benefits Health insurance Leave encashment Life insurance Provident Fund