Customer Support Executive-Escalations

Key Responsibilities

• Manage customer conversations across the entire journeyfrom design handover to project completion and handover—ensuring seamless experiences that maintain high CSAT and NPS scores.
• Act as the primary point of contact for customers, proactively addressing queries, resolving issues, and gathering feedback to uphold satisfaction metrics.
• Manage escalations and tickets from both customers (external) and internal teams, prioritizing and resolving them efficiently.
• Coordinate with internal stakeholders including Sales, Design, Project Management, and Operations teams to align on timelines, updates, and resolutions.
• Collect outstanding payments timely, based on project milestones and completion stages, while maintaining positive customer relationships.
• Monitor and manage customer sentiment throughout the experience, using proactive outreach to turn potential negatives into positives.
• Meet customers in-studio/store for consultations and occasional site visits to ensure on-ground satisfaction and issue resolution.
• Track customer health indicators, identify risks early, and contribute to CSAT/NPS reporting.

Requirements

• Bachelor's degree in any field; MBA or relevant certification in Customer Experience/Success is a plus.
• 1-3 years of experience in customer success, account management, or support roles, preferably in home services, real estate, or e-commerce.
• Strong communication skills with proficiency in email, calls, CRM tools (e.g., Zendesk, Salesforce), and ticket management systems.
• Comfortable with in-person customer meetings, occasional site visits, and cross-functional coordination.
• Data-savvy with experience in CSAT/NPS tracking, sentiment analysis, and basic analytics (Google Sheets/Excel).
• Empathy-driven, organized, and resilient in a fast-paced environment.