Salary : 28k

Experience : 1 to 3 years

Location : Bengaluru

Notice period : Immediate joiners

Company Description CB TEAM operates in the payments domain, focusing on delivering reliable and efficient transaction experiences for its customers. The organization is committed to secure, compliant, and user-friendly payment solutions that support business growth and operational stability.

CB TEAM values collaboration, accountability, and continuous improvement in all aspects of its services. Team members are encouraged to contribute ideas, solve complex challenges, and support a culture of customer-centric innovation. The company provides opportunities to work on impactful projects in a fast-paced financial technology environment.

Role Description The Escalation Specialist is a full-time, in office role based in Bengaluru. This role is responsible for managing and resolving complex customer issues that have been escalated beyond frontline support, ensuring timely and accurate resolution. Day-to-day tasks include analyzing case details, identifying root causes, coordinating with internal teams, and documenting resolution paths and learnings.

The Escalation

Specialist will communicate clearly with customers and stakeholders, set expectations, provide regular updates,



and ensure issues are resolved in accordance with company policies and service standards. The role also involves tracking escalation trends, recommending process improvements, and supporting training initiatives to reduce future escalations.

Qualifications

- Candidates should possess strong Escalations Management and Escalation handling skills, with experience managing high-priority or complex cases.
- Candidates should possess solid Analytical Skills to interpret data, identify root causes, and recommend effective solutions.
- Candidates should possess Customer Support experience, with a focus on service quality and customer satisfaction.
- Candidates should possess clear and professional Communication skills, both verbal and written, to interact with customers and internal teams.
- Relevant experience in payments, fintech, or a similar high-volume transaction environment is beneficial.
- Ability to work on-site in Bengaluru, manage multiple cases simultaneously, and remain calm under pressure.
- Bachelor’s degree in business, finance, communications, or a related field, or equivalent practical experience.
- Familiarity with ticketing systems, CRM tools, and basic reporting or documentation practices is an advantage.

📌 Escalation Specialist (Bengaluru)
🏢 cb team
📍 Bengaluru