Role & responsibilities

- Handle customer and operational escalations through calls, emails, and other communication channels.

- Take ownership of escalated cases and ensure timely resolution within defined timelines.

- Coordinate with internal teams and stakeholders to investigate issues and drive resolutions.

- Maintain regular communication with customers and provide timely updates on their concerns.

- Identify the root cause of recurring issues and highlight trends to relevant stakeholders.

- Maintain accurate records of escalations, resolutions, and turnaround times.

- Follow up with relevant teams to ensure closure of pending cases.

- Escalate critical or unresolved issues to the appropriate stakeholders when required.

- Work closely with Operations, Customer Support, and other cross-functional teams to improve the overall customer experience.





- Share insights and recommendations to help reduce recurring escalations and improve processes.

Preferred candidate profile

- 13 years of experience in Customer Support, Escalation Management, Customer Experience, Operations, or a similar role.

- Excellent verbal and written communication skills.

- Strong problem-solving and conflict-resolution abilities.

- Ability to handle difficult conversations and challenging situations professionally.

- Strong ownership and follow-up skills.

- Ability to work in a quick-paced and dynamic environment.

- Good stakeholder and cross-functional coordination skills.

- Comfortable working with Excel or Google Sheets for tracking and reporting.

- Experience in a startup, hyperlocal, e-commerce, or customer-focused organisation will be an added advantage.

📌 Escalation Executive (Bengaluru)
🏢 Snabbit
📍 Bengaluru