Escalation Handling & Resolution

Serve as the primary point of contact for all customer escalations.
Triage incoming escalations, assess business impact, and assign appropriate priority levels (P1–P4).
Own the escalation from initiation to closure, coordinating cross-functional response teams including Ops, Product, and Sales.
Drive rapid resolution by removing blockers, facilitating war rooms, and maintaining momentum on critical issues.
Ensure all SLA/SLO commitments are met or proactively communicated to stakeholders.

Customer & Stakeholder Communication

Deliver timely, clear, and empathetic executive-level communications throughout the escalation lifecycle.
Prepare and deliver root cause analysis (RCA) reports and post-incident reviews (PIRs) to customers within agreed timelines.
Build and maintain trust with VP-level customer contacts during high-pressure situations.

Process & Quality Improvement

Identify escalation trends and recurring issues; partner with Product and Ops to address root causes.
Develop, document, and continuously refine escalation playbooks, workflows, and decision trees.
Conduct regular retrospectives and drive corrective action plans to reduce escalation volume and recurrence.
Define and track KPIs including time-to-escalation, mean time to resolution (MTTR), and customer satisfaction post-escalation.

Team Collaboration & Coaching

Act as a subject matter expert and mentor for front-line support agents on de-escalation techniques.
Provide feedback loops to teams to improve issue detection and prevention.
Partner with Training teams to develop escalation-handling modules and refresher programs.

Qualifications

Required

2+ years of direct experience managing escalations or major incidents in a B2C space (preferably in tech start ups)
Exceptional written and verbal communication skills, including executive stakeholder management.
Strong analytical skills with the ability to dissect complex technical and business problems.
Experience working cross-functionally with Engineering, Product, Ops, and Sales teams.

Preferred

Familiarity with CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow.
Experience in a 24/7 global support environment with on-call responsibilities.

Escalation Specialist