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.
