Key Responsibilities ● Handle 15–20 escalated cases per day with strong ownership from investigation to closure. ● Speak directly with customers and manage sensitive and complex conversations . ● Investigate issues, coordinate with internal teams and arrive at the right resolution. ● Handle cases related to service quality, partner behaviour, refunds, damages and cancellations . ● Maintain high standards of communication, documentation and resolution quality . ● Identify recurring issues and flag process or operational gaps . ● Meet defined productivity, SLA and quality targets .
What We're Looking For ● 2–3 years of experience in Customer Experience, Escalations, Customer Support or Operations. ● Excellent verbal and written communication with strong customer-handling skills. ● Solid problem-solving and decision-making ability. ● High ownership, empathy and attention to detail. ● Comfortable handling difficult conversations and working in a quick-paced startup workplace . ● Ability to balance customer needs with business outcomes .