About the Role
As a CX Operations – Social & Category Operations, you will be responsible for managing customer experience across Scapia's social media channels and overseeing the day-to-day operations of an assigned business category. You will drive end-to-end resolution of customer complaints, govern external partner performance and coordinate effectively with internal and external teams.

Key Responsibilities
Social Media & Escalation Management ● Own end-to-end resolution of customer complaints across social channels including X, Instagram, Facebook, LinkedIn, Store Reviews. ● Monitor social channels proactively to identify escalations, emerging trends, recurring issues and potential high-impact complaints. ● Govern the external agency handling social media responses and ensure adherence to defined SLAs, quality and processes. ● Own social media metrics including FRT, response and resolution TAT, closure %, breach %, backlog and repeat complaints. ● Take ownership of critical escalations and work with internal stakeholders to ensure timely resolution. ● Conduct RCA on recurring and critical social escalations and drive corrective actions. Category Operations ● Oversee and manage daily operations for the assigned category to ensure seamless execution of activities.



● Own category-level SLA and breach metrics and ensure defined goals are met. ● Analyze customer contacts, complaints and operational trends to identify process gaps and improvement opportunities. ● Work with Product, Design and other internal teams to prioritize customer issues and implement process improvements. ● Ensure SOPs and operational processes are updated regularly. Reporting & Collaboration ● Own daily/weekly reporting and analysis of social and category performance, providing actionable insights to leadership. ● Collaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution. ● Maintain governance with the external agency and ensure consistent performance against agreed metrics. ● Identify customer trends and insights and work with relevant teams to improve the overall customer experience. Skills &

Qualifications:
● Bachelor's degree in any discipline. ● 7–10+ years of experience in Customer Experience, Social Media Operations, Escalation Management or related roles. ● Strong experience managing social media customer complaints and escalations across multiple channels. ● Solid analytical, problem-solving and stakeholder management skills.

📌 CX - Social Media & Category Operations (Bengaluru)
🏢 Scapia
📍 Bengaluru