Elevate Now
Website:
joinelevatenow.com
Job details:
About The Role
We are looking for a proactive and empathetic
Escalation Specialist to join our growing Customer Experience team at Elevate Now. This role is critical in managing high-priority customer cases, resolving escalations end-to-end, and ensuring a seamless customer journey. You will act as the bridge between customers and internal teams, driving resolutions while maintaining strong customer trust.
Work Details
Work from Office – Indiranagar, Bangalore
6-day work week
Rotational shifts
Qualifications
Immediate joiners preferred.
- 1–5 years of experience in Customer Experience, Operations, or Customer Success roles
- Experience in healthtech, wellness, SaaS, or subscription-based models is a plus
- Excellent verbal and written communication skills
- Strong interpersonal skills with high empathy and ownership
- Ability to extract insights from both qualitative conversations and quantitative data
- Hands-on experience with Freshdesk, Zendesk, CRMs, or customer feedback tools
Additional Information
Key Responsibilities
- Proactively connect with customers through calls and emails to understand their journey, gather qualitative feedback, and identify key pain points
- Own and manage Orange and Red alert cases from the CX dashboard with quick follow-ups and timely closures
- De-escalate irate customers with empathy and turn challenging conversations into positive experiences
- Engage with dissatisfied users to understand concerns, rebuild trust, and drive resolution through structured follow-ups
- Work closely with cross-functional teams to close the loop on experience-related issues
- Proactively highlight recurring trends, red flags, and critical CX challenges
- Adhere strictly to SLAs and ensure timely and accurate ticket closures across all touchpoints
Click on Apply to know more.