Unacademy
Website:
unacademy.com
Company:
https://www.linkedin.com/company/unacademy
Seniority: Associate
Industries: Education
Job details:
🚀 We’re Hiring | Senior Executive - Social Media & Escalation
Unacademy is hiring a Senior Executive - Social Media & Escalation to join our Customer Support / Customer Experience team in Bengaluru.
This is a hands-on leadership role for someone who can own quality audits, lead a team, identify root causes, drive corrective actions and use data to improve customer experience.
What You'll Do
- Lead regular quality audits across calls, chats, emails and tickets
- Identify recurring quality gaps and drive RCA & corrective action plans
- Manage, mentor and coach Quality Analysts / Support Associates
- Track QA Score, CSAT, SLA, AHT, FRT, FCR, productivity and error rates
- Build performance dashboards and provide actionable insights to leadership
- Drive improvements across SOPs, workflows and support processes
- Partner with Product, Tech and Operations teams to resolve recurring customer issues
- Own the complete improvement cycle - identify → coach → implement → measure
What We're Looking For
- 2–5 years of experience in Customer Support / Quality / CX Operations
- 1–2 years of experience managing a QA or support team
- Strong experience auditing calls, chats and emails
- Hands-on expertise in RCA, process improvement and performance reporting
- Strong Excel / Google Sheets skills
- Good understanding of CSAT, SLA, AHT, FRT & FCR
- Strong communication, stakeholder management and problem-solving skills
- Experience in a high-volume startup environment such as EdTech, E-commerce, FinTech or Mobility is a plus.
📍 Location: Bengaluru
💼 Experience: 2-5 Years
🏢 Employment Type: Full-time
👉 Interested? Apply Below:
Know someone who could be a great fit? Tag them or share this opportunity!
#Hiring #Unacademy #CustomerExperience #CustomerSupport #QualityAssurance #CXOperations #OperationsJobs #TeamLead #QualityAnalyst #BangaloreJobs #BengaluruJobs #HiringNow
Click on Apply to know more.
