Role & responsibilities
Lead and resolve complex / high-impact customer escalations end-to-end.
Personally handle the most sensitive or ambiguous cases requiring robust judgment.
Build a customer-first approach while balancing business context and fairness.
Investigate issues using case history, data, and stakeholder inputs to identify root causes.
Drive resolution with Operations, Product, Quality, Trust & Safety, and other teams.
Identify recurring issues and turn escalations into actionable business improvements.
Coach the team on problem-solving, communication, judgment, and escalation handling.
Preferred candidate profile
3 to 4 years of experience in Customer Experience, Escalations, Operations, or similar roles.
Robust customer obsession and ability to handle challenging customer situations with empathy.
Excellent problem-solving and decision-making skills in ambiguous situations.
Robust stakeholder management and communication skills.
Comfortable using data and insights to make decisions.
High ownership and ability to solve beyond the immediate customer issue.
Prior people-management/team-lead experience preferred.
Experience in consumer tech, marketplace, or hyperlocal businesses is a plus.