Key Responsibilities Own and manage Level 2 3 customer escalations received through email social media Analyze root causes of escalations and collaborate with cross-functional teams Tech Operations Product Finance to drive timely resolutions Maintain Turnaround Time TAT and quality SLAs for all escalated cases Deliver clear empathetic and professional communication to customers throughout the escalation lifecycle Identify recurring issues and partner with internal teams to recommend process or product improvements Log track and report escalation trends performance metrics and key insights to stakeholders Handle VIP regulatory and legal escalations with confidentiality tact and maturity Mentor and support junior support agents in handling sensitive and complex cases Collaborate with QA and Training teams to align on customer experience standards and best practices Develop a thorough understanding of company policies systems and workflows to deliver effective solutions Continuously identify and drive process improvement initiatives to enhance customer experience Key Requirements o Graduate in any discipline preferred Business Communication or related fields o 2-5 years of experience in customer support or service with at least 2 years of escalation or complaint management experience o Excellent verbal and written communication skills in English and Hindi o Proven ability to handle irate or distressed customers with empathy and professionalism o Hands-on experience with CRM tools such as Zendesk Freshdesk Salesforce or similar platforms o Strong analytical problem-solving and coordination skills o Customer-first mindset and ability to perform under pressure in a fast-paced environment Job Type Full time Pay 500 000 00 - 900 000 00 per year Benefits Health insurance Provident Fund Work Location In person