Key Responsibilities
- Proactively connect with customers through calls and emails to understand their journey, gather qualitative feedback, and identify key pain points
- Own and manage Orange and Red alert cases from the CX dashboard with quick follow-ups and timely closures
- De-escalate irate customers with empathy and turn challenging conversations into positive experiences
- Engage with dissatisfied users to understand concerns, rebuild trust, and drive resolution through structured follow-ups
- Work closely with cross-functional teams to close the loop on experience-related issues
- Proactively highlight recurring trends, red flags, and critical CX challenges
- Adhere strictly to SLAs and ensure timely and accurate ticket closures across all touchpoints
Qualifications
Qualifications Requirements
- 1–5 years of experience in Customer Experience, Operations, or Customer Success roles
- Experience in healthtech, wellness, SaaS, or subscription-based models is a plus
- Excellent verbal and written communication skills
- Strong interpersonal skills with high empathy and ownership
- Ability to extract insights from both qualitative conversations and quantitative data
- Hands-on experience with Freshdesk, Zendesk, CRMs, or customer feedback tools
Additional Information
We're hiring Escalation Specialists at Elevate Now!
As we continue to scale our Customer Experience team, we're looking for Escalation Specialists who can own critical customer issues end-to-end.
Work Details (Important)
Work from Office – Bangalore , Indranagar (Old HAL Airport Road)
6-day work week
Rotational shifts & offs 7am -4 pm or 1 pm - 10 pm
You should have your Laptop device (Bring in your own Device Policy)
