Escalation Specialist

Key Responsibilities Requirements

• Manage P0/P1 escalations with swift action and clear stakeholder updates.
• Investigate root causes and drive cross-functional resolution with Product, Tech, Ops,
  
  

and CX.

• Identify and close process/system gaps through structured analysis.
• Strong hands-on Freshdesk experience (workflows, automations, SLAs, reporting).
• Excellent written and verbal communication skills with the ability to handle complex
  
  

conversations.

• Strong analytical skills with the ability to identify patterns and recurring issues.
• Proven ability to work in fast-paced, ambiguous environments with high ownership.
• Open to rotational rosters, including weekends, based on business needs.
  
  

Qualifications

Bachelore Degree

Prior Experience in Escalation management ,

Voice process

Additional Information

About The Role

We’re looking for a proactive Senior Escalation Specialist to own high-priority customer issues

end-to-end, ensure fast resolutions, and strengthen our escalation processes. The ideal

candidate has solid experience in health-tech/startups, deep Freshdesk expertise, and a strong

problem-solving mindset.