Senior Analyst - Escalations

The Role

• Handle and resolve high-priority customer escalations across various channels, including Social Media, CEO/CXO escalations, and Level 2 escalations, ensuring timely closure within defined SLAs.
• Conduct detailed Root Cause Analysis for escalations, identifying recurring issues and pinpointing areas for process improvement.
• Collaborate with internal teams and external stakeholders to communicate the status of escalations and ensure that resolutions are implemented efficiently.
• Identify process gaps that contribute to escalations and work with relevant teams to propose and implement corrective actions.
• Track and report the status of escalations, ensuring transparency and providing insights to senior leadership.
• Ensure that all escalations are handled in compliance with the organization s policies, and maintain high standards of quality in both communication and resolution.
• Monitor recurring issues in escalations and proactively provide feedback to improve operational efficiency and customer satisfaction.
• Maintain clear and detailed records of escalations, including root causes, resolutions, and action plans for future reference.

• At least 3 years of experience in managing critical escalations, preferably in a customer support or operations environment.
• Strong analytical skills with the ability to quickly assess problems, identify root causes, and implement effective solutions.
• Excellent verbal and written communication skills, with the ability to interact effectively with senior stakeholders and cross-functional teams.
• High level of attention to detail, ensuring that all escalation cases are handled with precision and accuracy.
• Ability to manage multiple stakeholders, ensuring alignment and timely resolution of issues.
• Strong understanding of business processes and the ability to identify and rectify inefficiencies.
• Familiarity with escalation management tools, CRMs, and support platforms (e.g., Freshdesk).
• Ability to work collaboratively within a team, and contribute positively to the team s goals and objectives.

• 3+ years of experience in managing escalations or working in a high-pressure support environment.
• Knowledge of escalation management frameworks and best practices.
• Ability to thrive in a fast-paced and dynamic work environment.
• Previous experience working with senior leadership or handling escalations from executive-level clients.