? We’re Hiring | Senior Executive - Social Media & Escalation
Unacademy is hiring a Senior Executive - Social Media & Escalation to join our Customer Support / Customer Experience team in Bengaluru.
This is a hands-on leadership role for someone who can own quality audits, lead a team, identify root causes, drive corrective actions and use data to improve customer experience.
What You'll Do
Lead regular quality audits across calls, chats, emails and tickets
Identify recurring quality gaps and drive RCA & corrective action plans
Manage, mentor and coach Quality Analysts / Support Associates
Track QA Score, CSAT, SLA, AHT, FRT, FCR, productivity and error rates
Build performance dashboards and provide actionable insights to leadership
Drive improvements across SOPs, workflows and support processes
Partner with Product, Tech and Operations teams to resolve recurring customer issues
Own the complete improvement cycle - identify → coach → implement → measure
What We're Looking For
2–5 years of experience in Customer Support / Quality / CX Operations
1–2 years of experience managing a QA or support team
Strong experience auditing calls, chats and emails
Hands-on expertise in RCA, process improvement and performance reporting
Strong Excel / Google Sheets skills
Good understanding of CSAT, SLA, AHT, FRT & FCR
Strong communication, stakeholder management and problem-solving skills
Experience in a high-volume startup environment such as EdTech, E-commerce, FinTech or Mobility is a plus.
? Location: Bengaluru
? Experience: 2-5 Years
? Employment Type: Full time
? Interested? Apply Below:
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