SEO Team Lead

We're Hiring: Escalation Handling Cum Operations Executive

📍 Location: FBD One Complex, Unit - 202A, 2nd Floor, By Pass Road, Badarpur, Sector - 37, Faridabad, Haryana – 121003

🕘 Work Schedule: 6 Days a Week | 9:00 AM – 6:00 PM 📅

🏢 About Us: Bikefixup.com

At Bikefixup, we're redefining the automobile aftermarket service industry! we provide expert repairs, doorstep service, and hassle-free maintenance with a customer-first approach. Our mission is simple: deliver quality, convenience, and trust in every ride.

As we expand rapidly across India, we’re looking for a smart, calm, and solution-oriented professional who can handle escalated customer complaints, manage smooth operations, and ensure customer delight.

👤Your Role: Escalation Handling & Operations Executive

In this role, you’ll be responsible for resolving high-priority customer complaints while also ensuring smooth daily operations. You’ll act as the bridge between customers, mechanics, and internal teams, making sure issues are resolved quickly and customers leave happy.

🔑 Key Responsibilities:

✅ Handle escalated customer complaints with empathy, patience, and professionalism

✅ Coordinate with mechanics, operations, and finance teams to resolve issues on time

✅ Track, document, and close all escalations while ensuring customer satisfaction

✅ Conduct root cause analysis (RCA) and suggest process improvements 

✅ Monitor service quality and ensure compliance with company standards 

✅ Support daily operational activities like scheduling, service tracking, and reporting

✅ Share weekly/monthly reports of escalations and operational challenges with management

🎯 Who You Are:

✔️2+ years of experience in customer support, complaint handling, or operations (BPO/automobile/service industry preferred) 

✔️ Excellent communication skills (Hindi + English) 

✔️ Strong problem-solving, negotiation, and conflict resolution abilities 

✔️ Calm under pressure with the ability to handle angry/frustrated customers

✔️ Basic knowledge of MS Excel/Google Sheets for reporting & tracking 

✔️ Self-motivated, proactive, and a strong team player

💼 Perks of Working with Bikefixup:

🌱 Opportunity to grow with a fast-scaling automobile service brand

🏍️ Direct involvement in ensuring customer satisfaction and operational excellence

🏆 Attractive incentives & performance-based career growth

📈 Chance to build a career in customer experience & operations management

Required Skills:

• ASP.NET, C# .NET, SQL, Web API
• jQuery, JavaScript

• Technically lead a team of 6-8 .NET developers
• Understands the requirement assigned for the development
• Performs the unit testing 
• Resolves bugs assigned, withing SLA time.
• Perform day to day activities of agile methodology
• Leads Daily Huddle & Scrum meeting.
• Takes responsility of CR developmet with all tasks included for it.
• Should perform code review whenever required

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building a restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.

At Toast, our Site Reliability Engineers (SREs) are responsible for keeping all customer-facing services and other Toast production systems running smoothly. SREs are a blend of pragmatic operators and software craftspeople who apply sound software engineering principles, operational discipline, and mature automation to our environments and our codebase. Our decisions are based on instrumentation and continuous observability, as well as predictions and capacity planning.

About this roll* (Responsibilities) 

• Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding
• Partner with development teams to improve services through rigorous testing and release procedures
• Participate in system design consulting, platform management, and capacity planning
• Create sustainable systems and services through automation and uplift
• Balance feature development speed and reliability with well-defined service level objectives

Troubleshooting and Supporting Escalations:

• Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding
• Diagnose performance bottlenecks and implement optimizations across infrastructure, databases, web, and mobile applications
• Implement strategies to increase system reliability and performance through on-call rotation and process optimization
• Perform and run blameless RCAs on incidents and outages aggressively, looking for answers that will prevent the incident from ever happening again

Do you have the right ingredients? (Requirements)

• Extensive industry experience with at least 7+ years in SRE and/or DevOps roles
• Polyglot technologist/generalist with a thirst for learning
• Deep understanding of cloud and microservice architecture and the JVM
• Experience with tools such as APM, Terraform, Ansible, GitHub, Jenkins, and Docker
• Experience developing software or software projects in at least four languages, ideally including two of Go, Python, and Java
• Experience with cloud computing technologies ( AWS cloud provider preferred)

Bread puns are encouraged but not required

Technical Competencies 

• Experience in testing web-based applications.
• Experience in Systems Integration Testing and System Testing
• Understanding of SDLC models like Waterfall, Agile
• Knowledge of testing process and activities (STLC)
• Automotive domain knowledge will be a huge advantage
• Ability to excel in usage of different tools
• Experienced in creating and developing Test Plan, Test Cases, Test Scripts, Test Reports, and

Defect Reports for Manual tests and Automated tests. 

• Extensively performed Functional, System, Regression testing, and Sanity testing
• Experience in Defect Tracking tools such as HP ALM Quality Center, Rational Clear Quest, JIRA

&         DevOps. 

• Strong skills in test planning/designing/execution and analyzing user requirements as well as

                writing Test scripts for usability and GUI testing apart from functional testing 

• 1-4 years of End to End application testing experience
• Experience or thorough understanding of Automotive industry and processes followed.
• Experience/knowledge in Automation Testing using Selenium Web Driver, QTP, IDE etc
• Experience/knowledge in Performance Testing using tools such as Load Runner, JMeter.

Experience 

• 2-4 years of Functional Testing (Manual) experience
• 2-4 years of AGILE experience
• 2-4 years of hands on experience in all types of Black Box testing (Smoke, Sanity, System,

Integration, Regression, UAT) 

• Automotive domain knowledge preferred and will be an added advantage
• Immediate joiners preferred

Job Description

• Understanding of product landscaping, product benchmarking, product feature prioritization and product development processes are a must in order to be able to create a roadmap and deliver on the same;
• Direct interaction with end customers, OEMs, Channel Partners and Sales Teams in order to understand the business needs and document the voice of the customer for new product features or offerings;
• Improving the product development planning process as and when required in order to boost the product portfolio of the company;
• Create consistent and continuous engagement through the product in order to ensure complete satisfaction;
• Grow customers internally and externally by identifying other areas where the company can add value in a scalable manner;
• Identify new customer needs, create product strategies around the new needs and build scalable product offerings;
• Be able to say “no” to certain feature requests and explain to the stakeholders and help them

understand the reason behind it;

• Create transparent, scalable and easy-to-understand prioritization processes so that the business scales;
• Ensure customers are engaged and develop key product features to measure customer engagement and success which can be monitored and tracked;
• Provide frequent progress reports, both casually and in written format;
• Document decisions, strategy implementation and outputs;
• Present methods and results to peers’ management and customers as necessary

Required qualifications:

We are looking for a smart, adaptable individual with a healthy mix of software product management experience, enterprise software products, product landscaping, great presentation/communication skills, and strong leadership/people management skills and the following qualifications:

• At least 5-6 years of continuous experience in product management at a software product company , IIT and NIT will be a special consideration
• Good understanding of B2B product development and its life cycle.
• Previous experience working in a team and leadership skills;
• Experience in setting targets and milestones and achieving them;
• A problem-solving attitude;
• Ability to communicate effectively and concisely, whether verbally, in writing, or through drawings, presentations and schematics;
• Knowledge of core engineering concepts that will allow road-mapping an enterprise technology product efficiently;
• Ability to innovate, outdo expectations and persevere to benefit the team as a whole;

Individuals who are creative, enterprising and attentive to detail will fit right in with our small, passionate team. We always run-on high energy and enthusiasm and are looking for that fire in the belly! We look forward to meeting you!

• Understand the overall requirements of the product/platform and specifically for the assigned feature/module.
• Design and Develop Software as per the product architecture and requirements.
• Code and unit testing of the feature/modules including appropriate design reviews and code inspections.
• Ensure adherence to the software development processes.
• Investigates software/system problems to isolate the root cause and provides innovative solutions.
• Collaborates with cross-functional teams (locally & globally) to ensure product releases meet quality, performance, scalability, reliability, and schedule goals.

• Bachelor’s or Master’s degree in Computer Science, Software Engineering or Information Technology.
• 5-8+ years of experience in software development using J2EE technologies
• Experience with Core Java, JEE5 (JSP/JMS/Web Services/Servlets), Spring, Hibernate, REST, JBOSS/Tomcat Servers
• 1+ years of experience using Azure IOT technologies
• Work experience in Azure IoT Suite: IoT HUB, Azure TSI, DPS, Service Bus, Azure Functions, Azure KeyVault, MCI/AKS, Azure AD
• Knowledge in Azure Data Lake, Azure SQL
• Strong understanding of object-oriented programming
• Knowledge in ReactJS, JQuery is a plus
• Good knowledge in SQL -preferable
• Must have worked in agile/scrum environment
• Good understanding of software development processes, preferably for a regulated medical devices environment (ISO13485/FDA)
• Ability to work with cross-functional and remote teams.
• Flexibility to work on different areas of the product/platform
• Good written and verbal English communication
• Ability to travel as needed (minimal)