- Develop and execute strategies to reduce escalations and improve CX across social and direct channels
- Define, monitor, and manage escalation SLAs and performance KPIs
- Lead data-driven initiatives to improve workflows and resolve customer pain points
- Build training programs to enhance team capability in managing escalations
Role Responsibilities
- Champion a customer-first mindset to manage sensitive escalations with empathy
- Collaborate cross-functionally with Product, Ops, and IT to address root causes
- Optimize processes for improved resolution and response times
- Own high-profile escalations, ensuring accountability and transparency with leadership
Skills: Continuous Improvement, Process Optimization, Crm, Project Management, Social Media