AZ

Senior Escalation Manager

Hyderabad ₹18-29 LPA Posted 11 Mar 2026

FULL TIME

Grievance Handling

Escalation Management

Complaint Management

Process Improvement

Manage and resolve customer escalations, developing technical action plans, contingency plans, and communication strategies as needed.
Own customer satisfaction and lead the escalation team to ensure timely and effective resolution of critical issues.
Coordinate cross-functionally with Engineering, Sales, and other departments to minimize high-impact customer situations.
Communicate the status of escalation resolution to customers, executives, senior management, and stakeholders.
Conduct root cause analysis (RCA) on recurring problems and develop preventive measures.
Document all action plans, communications, and resolution steps in CRM systems.
Coach support staff on escalation prevention, customer communication, and process improvement techniques.
Perform proactive follow-ups with customers to ensure satisfaction and monitor ongoing support cases.
Drive process improvements, streamline workflows, and prioritize team workload to enhance productivity.
Maintain compliance with corporate escalation policies and foster strong relationships across all functional teams involved in customer management.