Escalations Manager

Responsibilities

• Own and manage escalated cases end-to-end
• Work with Operations and Support teams to understand user grievances and pain points
• Conduct detailed Root Cause Analysis (RCA) and ensure accurate and final resolution to users
• Ensure all communication threads with stakeholders are closed to prevent repeat queries
• Analyze escalation data to identify trends, gaps, and actionable insights
• Recommend process changes to reduce repeats and improve service quality
• Collaborate with cross-functional teams to implement corrective and preventive measures
• Maintain escalation SLAs and communication quality standards
• Guide and support agents based on RCA learnings

Requirements

• 4–7 years of experience in Customer Support, Escalation Management, Control Tower, or Service Quality
• 1–2 years in a team lead or managerial role handling escalations or resolution functions
• Experience in E-commerce, Q-commerce, hyperlocal, or fast-paced consumer tech setups
• Strong analytical skills with the ability to identify patterns and derive insights
• Excellent communication and stakeholder management abilities
• Ability to work with ambiguous problems and bring structured solutions
• Strong customer-first mindset

Preferred Qualifications

• Healthcare industry experience
• Experience with CRM and escalation tools such as Zendesk, Freshdesk, or Salesforce
• Exposure to service quality frameworks or SOP building

About the Company

Visit Health is a pioneering health-tech platform dedicated to making healthcare accessible, affordable, and preventive. Founded in 2016, it has grown into an all-in-one wellness ecosystem connecting doctors, insurers, and millions of families through services ranging from mental wellness to OPD benefits.