Job Description

About 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.

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About 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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Responsibilities:

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Lead and resolve complex / high-impact customer escalations end-to-end.
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Personally handle the most sensitive or ambiguous cases requiring solid judgment.
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Build a customer-first approach while balancing business context and fairness.
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Investigate issues using case history, data,



and stakeholder inputs to identify root causes.
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Drive resolution with Operations, Product, Quality, Trust & Safety, and other teams.
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Identify recurring issues and turn escalations into actionable business improvements.
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Coach the team on problem-solving, communication, judgment, and escalation handling.
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Qualifications:

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

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Robust customer obsession and ability to handle challenging customer situations with empathy.
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Excellent problem-solving and decision-making skills in ambiguous situations.
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Solid stakeholder management and communication skills.
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Comfortable using data and insights to make decisions.
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High ownership and ability to solve beyond the immediate customer issue.
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Preferred Skills:

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Prior people-management/team-lead experience preferred.
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Experience in consumer tech, marketplace, or hyperlocal businesses is a plus.
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Interested candidates, please fill out the G Form below to express your interest and proceed with the application -

📌 Senior Manager Customer Experience Bengaluru Urban (India)
🏢 Snabbit
📍 India