The Role
Own high-impact customer escalations from outreach through resolution, conduct root cause analysis, and drive structural corrective actions. The role coordinates with cross-functional teams, tracks recurring issues and fix effectiveness, maintains escalation dashboards, reports insights to leadership, and closes the feedback loop with customers to improve sentiment and prevent recurrence.
Summary Generated by Built In
Role Overview
Escalations and Experience Specialist - Customer Experience will own high-impact customer escalations arising from external feedback channels and critical experience failures. Beyond customer-level resolution, the role is responsible for driving long-term, structural fixes derived from root cause analysis to prevent recurrence and improve overall customer experience and brand credibility. This role requires strong customer handling skills, deep analytical capability, and the ability to convert RCA insights into measurable operational improvements.
Key Responsibilities
Customer Outreach & Experience Recovery
- Proactively contact customers who have shared critical or negative feedback across external channels.
- Conduct in-depth conversations to understand dissatisfaction drivers and unmet expectations.
- Own end-to-end resolution through calls, follow-ups, and internal coordination.
- Deliver empathetic, accurate, and solution-focused communication to rebuild customer trust.
Escalation Ownership
- Act as the single point of accountability for assigned escalations until experiential and operational closure.
- Ensure resolutions balance customer experience, policy compliance, and business impact.
- Handle sensitive or high-stakes conversations with maturity and professionalism.
Root Cause Analysis (RCA)
- Perform detailed RCA for each escalation, identifying process gaps, system limitations, training issues, or policy breakdowns.
- Document RCAs with clear problem statements, contributing factors, and evidence.
- Track repeat issues and emerging risk patterns.
Structural Fixes & Preventive Actions
- Translate RCA findings into concrete, structural fixes across process, policy, system, or training layers.
- Work with Product, Tech, Finance, Operations, QA, and Training teams to design and implement long-term corrective actions.
- Define ownership, timelines, and success criteria for each structural fix.
- Track implementation status and validate effectiveness post-rollout.
Feedback Loop Closure
- Close the loop with customers by explaining actions taken at both individual and systemic levels.
- Encourage customers to revisit their earlier feedback based on the final resolution and improvements made.
- Monitor post-resolution sentiment to assess experience recovery impact.
Reporting & Insights
- Maintain escalation dashboards covering root causes, structural fixes, repeat themes, and resolution outcomes.
- Present insights and recommendations to leadership for decision-making and prioritization.
- Flag high-risk areas proactively before they escalate into widespread experience issues.
Requirements
- Strong RCA and problem-solving skills with a system-level mindset.
- Excellent verbal communication and customer handling skills.
- Ability to influence cross-functional teams and drive closure.
- High ownership and bias for long-term solutions over short-term fixes.
- Working knowledge of Microsoft Excel, including data analysis using pivot tables.
Success Metrics
- Reduction in recurrence of identified root causes.
- Implementation rate and effectiveness of structural fixes.
- Improvement in post-resolution customer sentiment.
- Timeliness and quality of RCA and corrective action delivery.
Skills Required
- Strong root cause analysis and problem-solving skills with a system-level mindset
- Excellent verbal communication and customer handling skills
- Ability to influence cross-functional teams and drive closure
- High ownership and bias for long-term solutions over short-term fixes
- Working knowledge of Microsoft Excel, including data analysis using pivot tables
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The Company
What We Do
A global live-learning edtech platform for kids from 6 to 16 years to learn next-gen life skills such as Coding, Financial Literacy, Communication Skills and Robotics. BrightCHAMPS is currently valued at $650 million with a $63 million investment, and services 30+ countries (India, Indonesia, US, UAE, Vietnam, and many other countries across SEA and MENA) in 12+ languages across its 4 verticals. It is our vision and mission to become the world’s most learning impact-driven educational organisation by empowering the world’s 2 billion kids with next-gen life skills to help level the playing field for success, regardless of gender, physical, socio-political, cultural and financial considerations
