What You'll Own
Escalation ownership: Escalated tickets across chat, email, and voice — taking over conversations that frontline agents have flagged as high-risk, high-emotion, or high-value.
De-escalation on live chat: Reading a chat in real time and choosing the right de-escalation approach — acknowledging the issue, controlling pace, and closing the loop — instead of following a script word for word.
Cross-team coordination: Coordinating with logistics partners (BlueDart, Delhivery, and others), warehouse, and returns teams to get a real answer for the customer, not a placeholder.
Chat throughput: Typing fast and accurately enough to run concurrent chats without the customer feeling like they're waiting on you.
Voice and email fluency: Speaking with customers directly when a matter needs a voice call instead of text, and writing explicit, professional emails for cases that need a documented trail.
Root-cause flagging: Flagging repeat escalation patterns (a courier, a SKU, a process gap) to the Team Lead instead of just closing tickets one by one.
Documentation:



Keeping every escalation logged with a transparent resolution note, so nothing repeats itself or gets lost between shifts.

What We're Looking For
2–5 years in a customer-facing escalation, resolution, or senior support role, with genuine exposure to a blended process (not chat-only or voice-only).
Prior experience in logistics, courier, or e-commerce operations, where you've actually dealt with delayed orders, failed deliveries, refunds, or shipment disputes.
A track record of calming down an upset customer on chat in real time — not just following an escalation matrix.
Expert-level typing speed and accuracy, comfortable managing multiple live chats at once.
Excellent spoken and written English — confident on calls, explicit and error-free over email.
A calm, sharp presence under pressure. You don't get rattled, and you don't let a customer's tone dictate yours.
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