Role Overview

Own high-impact customer escalations end-to-end, ensuring quick, fair and customer-first resolutions. Work closely with cross-functional teams to investigate issues, make sound decisions, drive closure and identify recurring problems to improve the overall customer experience.

Role & responsibilities

- Own critical customer escalations end-to-end, from investigation to closure.
- Coordinate with City Ops, Partner Ops, CX, Product and other teams to drive timely resolutions.
- Investigate incidents, identify root causes and make clear, data-backed decisions.
- Manage sensitive cases involving service quality, partner behaviour, damages, refunds and social escalations.
- Identify recurring escalation themes and drive process/root-cause fixes.
- Maintain escalation SLAs and ensure clear documentation and closure.




- Track escalation trends and share actionable insights with leadership.
- Help build and improve escalation SOPs, policies and playbooks.

Preferred candidate profile

- 3 to 4 years of experience in Customer Experience, Escalations, Operations or Service Recovery.
- Strong ownership and ability to make decisions under pressure.
- Excellent communication and stakeholder management skills.
- Sharp problem-solving and analytical skills.
- Comfortable working in a rapid-paced, high-growth startup environment.
- Ability to handle ambiguity, sensitive situations and multiple escalations simultaneously.

📌 Assistant Manager Customer Experience (Bengaluru)
🏢 Snabbit
📍 Bengaluru