Senior Customer Support

Job Summary: As a Customer Support Specialist , you will be the frontline expert for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels. They will act as a liaison between customers, internal teams and financial institutions, ensuring timely, empathetic, and effective resolution while identifying root causes and driving continuous improvement. Key Responsibilities: • Monitor and manage the escalation queue to ensure timely response and resolution • Managing complaints received from Reserve Bank of India • Investigate and resolve escalated customer issues with a focus on root cause analysis • Collaborate with internal teams and financial institutions to resolve the escalated cases • Maintain detailed documentation of escalated cases and actions taken • Provide feedback to frontline agents to reduce future escalations • Identify trends in escalations and recommend process or policy improvements • Ensure all escalations are handled in accordance with SLAs and quality standards Desired Skills & Experience: • 5–6 years of experience in customer service, preferred with at least 2 years’ experience in managing escalations or critical task queues. • Strong problem-solving and conflict-resolution skills • Excellent verbal and written communication • Ability to remain calm and professional under pressure • Proficiency in ticketing systems • Strong organizational skills and attention to detail • Ability to multitask and prioritize in a fast-paced environment

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