Job DescriptionAbout the Company: Snabbit is India's first Quick-Service App delivering home services in just 10 minutes through a hyperlocal network of trained and verified professionals. Backed by marquee investors, Snabbit is redefining the home services space by combining speed, quality, and trust. Founded by Aayush Agarwal (ex-Chief of Staff at Zepto), Snabbit is on a mission to make home services as seamless and instant as ordering groceries. We've already completed thousands of jobs with exceptional customer satisfaction—and we're just getting started.
NAbout the Role: This role is part of Snabbit's Customer Experience team, responsible for resolving complex customer escalations and ensuring a high bar for customer trust and experience. As an Escalation Lead, you will own tricky cases, guide the team on difficult decisions, and work with cross-functional stakeholders to solve root causes.
NResponsibilities:
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- Lead and resolve complex / high-impact customer escalations end-to-end. N
- Personally handle the most sensitive or ambiguous cases requiring strong judgment.



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- Build a customer-first approach while balancing business context and fairness. N
- Investigate issues using case history, data, and stakeholder inputs to identify root causes. N
- Drive resolution with Operations, Product, Quality, Trust & Safety, and other teams. N
- Identify recurring issues and turn escalations into actionable business improvements. N
- Coach the team on problem-solving, communication, judgment, and escalation handling. N

nQualifications:
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- 4–7 years of experience in Customer Experience, Escalations, Operations, or similar roles. N

nRequired Skills:
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- Robust customer obsession and ability to handle challenging customer situations with empathy. N
- Excellent problem-solving and decision-making skills in ambiguous situations. N
- Strong stakeholder management and communication skills. N
- Comfortable using data and insights to make

📌 Senior Manager (Karnataka)
🏢 Snabbit
📍 Karnataka