Job Description

nAbout 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 specialists. 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.
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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.
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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.n
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

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

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

📌 Senior Manager Bengaluru Urban
🏢 Snabbit
📍 Bengaluru Urban