Assistant Manager - Escalation

Overview - The Customer Support and Service team always represents the voice of the customers. They are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. They are saviors to all our members, who reach out to them through call, chat or email.

Role The role involves managing and resolving escalated customer issues promptly while collaborating with cross-functional teams. The person will act as the main escalation point, ensuring smooth communication and coordination internally. The person will be required to pull up his/her sleeves and get involved in every aspect of the process. This is a strategic and important part for the business hence we need someone who is analytical and strategic

What you will do in this role
Handle and resolve escalated customer issues and operational challenges in a timely and
efficient manner.
Collaborate with cross functional teams to resolve issues and improve processes.
Serve as the main point of contact for escalations, ensuring effective communication
and coordination with internal teams.
Analyze escalation trends to identify root causes and develop strategies to reduce the number of escalations to continuously improve customer service and operational efficiency.
Develop and implement escalation management processes and best practices
Maintain detailed documentation of escalations and resolutions for reporting and analysis.
Provide training and guidance to front-line support teams on effective escalation management.
Monitor and report on key metrics related to escalations, including resolution times, customer
satisfaction, and recurring issues

What you should have

7 to 10 years of relevant experience.
Strong problem-solving skills and the ability to think strategically
Excellent communication and interpersonal skills.
Proven ability to handle high pressure situations and quick decision making.