? 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
- Robust 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
- Robust 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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