6+ Escalation management Jobs in Bangalore (Bengaluru) | Escalation management Job openings in Bangalore (Bengaluru)

We are looking for an experienced Customer Success Executive (CSM) to join our team. The ideal candidate will be responsible for key account management, upselling, cross-selling, handling escalations, and ensuring customer satisfaction.

Roles and Responsibilities:

● Key Account Management: Serve as the primary point of contact for assigned key accounts, ensuring smooth communication and excellent service delivery.

● Upselling & Cross-Selling: Identify opportunities to expand product adoption within existing accounts and drive revenue growth.

● Customer Retention & Satisfaction: Build strong, long-term relationships with clients, ensuring they derive maximum value from our products/services.

● Handling Escalations: Act as a problem-solver by addressing client concerns promptly and effectively, ensuring a seamless resolution process.

● Client Advocacy: Serve as the voice of the customer within the organization, providing feedback to internal teams to enhance the customer experience.

● Data-Driven Insights: Monitor key customer success metrics and proactively take measures to improve engagement and satisfaction.

● Collaboration: Work closely with sales, product, and support teams to enhance overall customer experience and drive business growth.

WHAT WILL YOU NEED TO SUCCEED?

● Experience: 3+ years of experience in a Customer Success, Account Management, or Client Relations role in a B2B or SaaS environment.

● Communication Skills: Exceptional verbal and written communication skills with the ability to engage and influence key stakeholders.

● Client Handling Expertise: Proven track record of managing enterprise clients, resolving escalations, and driving business value.

● Sales Acumen: Experience in upselling, cross-selling, and identifying new opportunities within existing accounts.

● Problem-Solving Skills: Ability to think critically and address client concerns efficiently.

● Tech-Savvy: Familiarity with CRM tools and customer success platforms is a plus.

● Team Handling: Experience in managing and mentoring a team to ensure high performance and effective client service.

Location: Indiranagar Bangalore

Key Responsibilities:

• Develop and execute a strategic vision for customer support, aligned with company goals and customer-centric values.
• Lead, mentor, and grow a high-performing customer support team, fostering a culture of excellence and empathy.
• Establish and track key performance indicators (KPIs) to measure support team efficiency, response time, and customer satisfaction.
• Implement scalable processes, tools, and systems to handle support inquiries across multiple channels (email, chat, phone, social media).
• Collaborate closely with product and engineering teams to identify and resolve product-related issues and advocate for customer-centric improvements.
• Create and maintain a knowledge base, FAQs, and self-service resources to empower customers and reduce support ticket volume.
• Analyze support trends and customer feedback to inform product development and enhance the overall customer experience.
• Manage escalations and ensure timely and effective resolution of complex customer issues.
• Drive initiatives to improve customer retention, engagement, and loyalty through exceptional service.

• Infrastructure support and escalation management
• Effective management of infrastructure
• Proactive maintenance of Infrastructure at branches and HO
• Timely closure of tickets with in SLA

• Maintaining 100% uptime of Network.
• Proactive monitoring maintenance of network and Internet bandwidth

• Maintaining the working condition of the IT assets.
• Preparing the IT assets for the new joinees in a timely and effective manner.

• On-time execution of assigned projects;
• Proper utilization of the existing and newly added infra tools and assets. i.e EPM, Antivirus, etc.

• Ensure the regular Security measures are taken on the infrastructure.
• Ensure the process adherence as per IT Policies

• 3 + years of overall experience in IT Infrastructure domain.
• Degree in Computer Sciences / IT or equivalent

• Keen interest in experimenting with new Technology/gadgets/systems
• Should take the responsibility for Infrastructure needs and fulfill the same
• Should be a great team player and a good manager
• A great multitasker who should be able to work in a demanding environment
• Should be well connected with the vendor community
• Strong written and oral communication and interpersonal skills
• Must have a go-getter attitude.
• High social responsibility & Integrity
• Compliance twitho policies, rules, and regulations
• Belief in Teamwork & Effective leadership

• Good Knowledge on the end point infra support and server support
• Good Knowledge on IT security
• Linux, Windows OS knowledge
• Good knowledge on Networking and network security

• Escalation handling
• Vendor management
• Good Decision making skill

Want to work for Riskcovry?
We are a passionate, dynamic, and balanced team. Our culture is open, direct, and merit-oriented. Our team has enormous depth across insurance, technology, fintech, strategy and investment. We have great investors partnering with us to help achieve our vision.

Riskcovry is one of the fastest growing startups in our space and we would love to have you onboard. Read more about us:
https://www.riskcovry.com/" target="_blank">https://www.riskcovry.com
https://www.linkedin.com/company/riskcovrycom/" target="_blank">https://www.linkedin.com/company/riskcovrycom/

We are looking for people who:
1. Have a strong bias for action and value speed over perfection.
2. Make decisions with this ethos: Customer > Company > Team > Me
3. Thrive in a flat and open organization
4. Recognize that frugality is the key to efficiency
5. Are self-starters and have a natural tendency to own company and team goals

Job Location: Bangalore (Work from Home Based on Covid Safety Guidelines)

Industry Type: Insurance and Technology

Vacancy: 6 Positions

Experience: 3-4 Years

• Level 4 - 4no’s 
• Level 3 - 1no’s 
• Project coordinator

Additional Benefits: Insurance, PF, Gratuity,In house Psychologist and ESOPs for deserving candidates.

Roles & Responsibilities

• Experience with L2/L3 support, Service Management, Escalation management, KPI/SLAs tracking, measuring and reporting 
• Ability to troubleshoot and provide resolution in a fast-paced environment
• Installing/ upgrading the database server and application tools.
• Good in creating support documentation – Runbook, troubleshooting guide, SOP
• Should be open to work towards issue resolution as priority tasks
• Ability to qualify issues, test them and provide resolution with the help of Dev/Engineering team
• Provide input for modification of procedures and documentation used for problem resolution and day-to-day maintenance.
• Solve database usage issues and malfunctions.
• Provide data management support for our users/clients
• Linux/Unix Operating System skills including 
• Viewing and searching server log files
• Editor skills such as vi, vim, emacs etc
• Restart and trouble shoot servers not responding
• Copy files from remote servers
• Vhost and Access logs interpretation

Requirements, Desired Skills and Experience

• Hands-on experience in delivering results-driven solutions with proven business value.
• 3+ years of experience with Python/Perl/C or similar scripting.
• Familiar with queries, procedures, and query optimization
• Hands on experience with linux operating environment.
• Run simple scripts on linux preferably linux root as sudo
• AWS certification - preferred.
• Excellent interpersonal skills.
• Familiarity with working on an Agile/Iterative development framework.
• Self-starter with a positive attitude with the ability to collaborate with product managers and developers.
• Good to have knowledge of support tools – Freshdesk or similar tools
• Prior knowledge of Insurance domain is a plus
• Should be open to work over weekends and on holidays during emergencies

Roles and Responsibilities

As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touchpoints (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure closure and recovering a customer’s experience.

• Tracking all Customer complaints/escalations in real-time.
• Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
• Coordinate and follow up internally for an end-to-end closure on each complaint handled.
• Proactively escalate cases that are about to breach standard TAT.
• Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
• Liaison with team members and team leads on a regular basis.
• Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
• Adhere to compliance policies.

Required Skills & Experience

• A strong Customer-centric approach.
• Can work under pressure and handle difficult conversations.
• Can understand problems clearly.
• Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
• A team player can coordinate and liaise with internal and other departments seamlessly.
• Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
• Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
• 1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.

Preferred Skills

• Background in customer service, escalations/complaints handling, social media handling.
• Experience in email handling, inbound calls.

Desired Candidate Profile