Job Description
Lead – Customer Experience (CX) Escalations | Livspace
nAt Livspace, we're committed to delivering exceptional customer experiences at every stage of the customer journey. As we continue to expand our Appliances business, we're looking for a seasoned Lead – Customer Experience (CX) Escalations to drive end-to-end resolution of critical customer issues and champion operational excellence.
nThis role is ideal for professionals who excel at problem-solving, stakeholder management, and transforming customer challenges into positive brand experiences.
nLocation: Bengaluru
nKey Responsibilities
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- Own and manage end-to-end customer escalations across phone, email, social media, marketplaces, and internal channels.n
- Serve as the single point of contact for critical customer issues, ensuring timely resolution in line with defined SLAs.n
- Partner closely with Service, Supply Chain, Warehousing, Logistics, Sales, Finance, and Marketplace Operations to drive seamless cross-functional collaboration.n
- Deliver proactive, transparent,



and empathetic communication throughout the customer resolution journey.n
- Lead root cause analysis for recurring issues and implement corrective and preventive actions to improve customer satisfaction.n
- Develop and enhance escalation management processes, SOPs, and best practices to strengthen operational efficiency.n
- Monitor and report key performance metrics, including TAT, SLA compliance, First Contact Resolution (FCR), Customer Satisfaction (CSAT), escalation closure rate, and repeat complaint trends.n
- Prepare and present daily, weekly, and monthly MIS reports, providing actionable insights to support continuous process improvement.n

nWhat We're Looking For
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- 5–8 years of experience in Customer Experience, Customer Support, Customer Service Operations, or Escalation Management.n
- Proven experience in Consumer Durables, Home Appliances, Retail, E-commerce, or Marketplace businesses.n
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📌 Lead - Customer Experience Escalations (Bengaluru)
🏢 LivSpace
📍 Bengaluru