Senior Escalation Executive

Frido is hiring for Senior Executive - Escalation

Key Responsibilities:

• Manage and resolve high-priority customer escalations, including CXO/CEO-level cases.
• Conduct Root Cause Analysis (RCA) and drive Corrective and Preventive Actions (CAPA).
• Handle sensitive customer communications via email, WhatsApp, calls, and social media.
• Collaborate with cross-functional teams to ensure timely resolution.
• Prepare escalation reports, track trends, and ensure closure within defined SLAs.
• Maintain customer relationships and protect brand reputation through effective problem-solving.

What We're Looking For:

• 3–5 years of overall experience in Customer Support.
• Minimum 2 years of hands-on experience in escalation management.
• Proven experience handling CXO/CEO-level escalations.
• Strong RCA, CAPA, analytical, and communication skills.
• A graduate degree in any discipline.
• Experience with CRM tools such as Zendesk, Freshdesk, or Salesforce is a plus.

Work Location: Pune (Office-based)

Employment Type: Full-time

If you have the expertise to handle challenging situations with confidence, empathy, and ownership, we'd love to hear from you!

Interested candidates can share their updated CV on [Confidential Information]