Senior Analyst - Escalations

The Role

The  Analyst will be responsible for driving resolution on high-priority escalations across multiple channels, including Social Media, CEO/CXO escalations,  and Level 2 escalations. This role demands a high level of attention to detail and the ability to manage critical issues efficiently, ensuring timely resolution within established SLAs. The role will require coordinating with stakeholders and cross-functional teams to drive resolution and ensure alignment. The ideal candidate will possess strong problem-solving skills, be well-versed in conducting Root Cause Analysis (RCA), and identify gaps in processes that impact escalation management. Additionally, the role requires close collaboration with relevant stakeholders to ensure that process inefficiencies are addressed and prevented in the future.
   Key Responsibilities

• Handle and resolve high-priority customer escalations across various channels, including Social Media, CEO/CXO escalations, and Level 2 escalations, ensuring timely closure within defined SLAs.
• Conduct detailed Root Cause Analysis for escalations, identifying recurring issues and pinpointing areas for process improvement.
• Collaborate with internal teams and external stakeholders to communicate the status of escalations and ensure that resolutions are implemented efficiently.
• Identify process gaps that contribute to escalations and work with relevant teams to propose and implement corrective actions.
• Track and report the status of escalations, ensuring transparency and providing insights to senior leadership.
• Ensure that all escalations are handled in compliance with the organization’s policies, and maintain high standards of quality in both communication and resolution.
• Monitor recurring issues in escalations and proactively provide feedback to improve operational efficiency and customer satisfaction.
• Maintain clear and detailed records of escalations, including root causes, resolutions, and action plans for future reference.

Desired Skills & Experience

• At least 3 years of experience in managing critical escalations, preferably in a customer support or operations environment.
• Strong analytical skills with the ability to quickly assess problems, identify root causes, and implement effective solutions.
• Excellent verbal and written communication skills, with the ability to interact effectively with senior stakeholders and cross-functional teams.
• High level of attention to detail, ensuring that all escalation cases are handled with precision and accuracy.
• Ability to manage multiple stakeholders, ensuring alignment and timely resolution of issues.
• Strong understanding of business processes and the ability to identify and rectify inefficiencies.
• Familiarity with escalation management tools, CRMs, and support platforms (e.g., Freshdesk).
• Ability to work collaboratively within a team, and contribute positively to the team’s goals and objectives.

Preferred Qualifications

• 3+ years of experience in managing escalations or working in a high-pressure support environment.
• Knowledge of escalation management frameworks and best practices.
• Ability to thrive in a fast-paced and dynamic work environment.
• Previous experience working with senior leadership or handling escalations from executive-level clients.

This position offers a great opportunity to contribute to the seamless resolution of critical issues and to help enhance the company’s overall escalation management process. If you’re passionate about solving problems, working with cross-functional teams, and improving operational efficiency, we’d love to hear from you!