Escalation Manager @ Impact Guru

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Escalation Manager

Impact Guru
3 - 8 years
Mumbai
10 months ago
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Job Description

We have an urgent opening for the position of Escalation manager at ImpactGuru.

Location- Mumbai- Andheri East(Marol Naka)

Job Responsibilities

Handle and resolve customer escalations across multiple channels including calls, emails, and social media.
Coordinate with internal teams (Operations, Telesales, Tech, Medical, etc.) to resolve complex issues promptly.
Analyze the root cause of frequent escalations and suggest process improvements.
Maintain detailed logs of escalations and track resolution timelines to ensure SLA adherence.
Communicate empathetically and professionally with donors, patients, and campaigners to build trust.
Generate and share regular reports with leadership on escalation trends and key learnings.
Train and guide front-line teams on best practices to minimize future escalations.

Job Classification

Industry: FinTech / Payments
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success, Service & Operations - Other
Role: Customer Success, Service & Operations - Other
Employement Type: Full time

Contact Details:

Company: Impact Guru
Location(s): Mumbai

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Keyskills: Escalations Escalation Management Complaint Management Team Management

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₹ -6 Lacs P.A

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Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

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Impact Guru

Company DetailsImpactGuru

Escalation Manager @ Impact Guru

Home > Customer Success, Service & Operations - Other