Senior Escalation Executive

We are seeking a Senior Escalation Executive to manage and resolve high-priority customer complaints and escalations. The ideal candidate will be responsible for driving resolution across internal teams, ensuring customer satisfaction, and continuously improving the escalation process. Key Responsibilities: • Own and manage Level 2/3 customer escalations received via email, social media, or call center • Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance) for swift resolution • Maintain TAT and quality SLAs for escalated tickets • Provide clear, empathetic, and professional communication to customers throughout the resolution process • Identify recurring issues and work with internal teams to propose process or product improvements • Log, track, and report escalation trends and performance metrics to stakeholders • Support training and mentoring of junior support agents on handling sensitive cases • Work closely with QA and Training teams to align on customer experience standards • Handle VIP, regulatory, and legal escalations with confidentiality and maturity Key Requirements: • Graduate in any discipline; preferred: specialization in business, communication, or related fields • 2–5 years of experience in customer support with at least 1–2 years handling escalations or complaints • Strong verbal and written communication skills in English (regional language proficiency is a plus) • Ability to handle irate customers with calm and professionalism • Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRM • Analytical mindset with strong problem-solving skills • Willingness to work in a fast-paced, customer-first environment • Flexibility to work in rotational shifts (if applicable) Preferred Qualifications: • Experience in BFSI / FinTech / E-commerce / Telecom / SaaS customer support • Experience from compliance or regulatory sector industry.