Assistant Manager - Escalations

Being part of Meeshos Fulfillment and Experience (F&E) team an assistant manager role will zip you to the cockpit of our ever-burgeoning rocketship. And you ll shape the experience of Bharat s next billion e-commerce users. We re an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics. At Meesho, we re trying to do whats never been done before - herald e-commerce into the tier-2, tier-3 cities of India. Our team s role in this ambitious mission is to completely reimagine logistics from the ground up. This means a host of "zero-to-one" projects (takers, anyone) to build a supply chain that reimagines e-commerce, not just in India but globally. We focus on personal growth and fun at work just as much as we do on working hard. That is why, we have regular 1-1s meetings, fun-filled monthly all-team catch-ups, and timely rewards and recognitions.

About the role

As an Assistant Manager Escalation, you will drive the escalation management process through quality initiatives and best practices. You will ensure the team identifies the right triggers for escalation, troubleshoots problems accurately, and is able to come up with the right solutions to reduce future escalations. You will also play a key role in managing our in-house and outsourced teams performances in handling customer contacts. You will build a quality framework and robust governance mechanisms for us to manage escalations and social media contacts. You will also brainstorm ways to develop and monitor corrective measures