Escalations Manager

About the role

We are hiring a Resolution/Escalation Manager to lead escalations, drive RCA, and work closely with Customer Support & Operations to ensure seamless issue closure. The role requires strong analytical skills, stakeholder management, and a customer-first mindset.

What you'll do

• Own and manage escalated cases end-to-end
• Work with Operations and Support teams to understand user grievances and pain points
• Conduct detailed Root Cause Analysis (RCA) and ensure accurate and final resolution to users
• Ensure all communication threads with stakeholders are closed—no repeat queries from customers
• Analyze escalation data to identify trends, gaps, and actionable insights

What you need

• 4–7 yrs of experience
• Escalation handling
• Customer service
• Root cause analysis
• Communication
• Any graduate

Good to have

• CRM
• Zendesk
• Freshdesk
• SOP writing
• Salesforce