Frido is hiring for Senior Executive - Escalation
? Key Responsibilities:
- Manage and resolve high-priority customer escalations, including CXO/CEO-level cases.
- Conduct Root Cause Analysis (RCA) and drive Corrective and Preventive Actions (CAPA).
- Handle sensitive customer communications via email, WhatsApp, calls, and social media.
- Collaborate with cross-functional teams to ensure timely resolution.
- Prepare escalation reports, track trends, and ensure closure within defined SLAs.
- Maintain customer relationships and protect brand reputation through effective problem-solving.
? What We’re Looking For:
- 3–5 years of overall experience in Customer Support.
- Minimum 2 years of hands-on experience in escalation management.
- Proven experience handling CXO/CEO-level escalations.
- Robust RCA, CAPA, analytical, and communication skills.
- A graduate degree in any discipline.
- Experience with CRM tools such as Zendesk, Freshdesk, or Salesforce is a plus.
? Work Location: Pune (Office-based) ? Employment Type: Full-time
If you have the expertise to handle challenging situations with confidence, empathy, and ownership, we’d love to hear from you!
? Interested candidates can share their updated CV on
[email protected]
📌 Senior Escalation Executive (Maharashtra)
🏢 Frido
📍 Maharashtra