Escalation Associate, Customer Experience

Were looking for an Escalation Associate, Customer Experience

About Snabbit:

Snabbit is Indias first Quick-Service App delivering home services in just 10 minutes through a

hyperlocal network of trained and verified professionals. Backed by marquee investors, Snabbit

is redefining the home services space by combining speed, quality, and trust. Founded by Aayush Agarwal (ex-Chief of Staff at Zepto), Snabbit is on a mission to make home services as seamless and instant as ordering groceries. Weve already completed thousands of jobs with exceptional customer satisfactionand we’re just getting started.

Role Overview

Handle high-priority customer escalations end-to-end, ensuring fast, empathetic and effective

resolution while protecting the customer experience and business interests.

Key Responsibilities

• Handle 15–20 escalated cases per day with strong ownership from investigation to

closure.

• Speak directly with customers and manage sensitive and complex conversations.
• Investigate issues, coordinate with internal teams and arrive at the right resolution.
• Handle cases related to service quality, partner behaviour, refunds, damages and cancellations.
• Maintain high standards of communication, documentation and resolution quality.
• Identify recurring issues and flag process or operational gaps.
• Meet defined productivity, SLA and quality targets.

What We're Looking For

• 2–3 years of experience in Customer Experience, Escalations, Customer Support or Operations.
• Excellent verbal and written communication with strong customer-handling skills.
• Strong problem-solving and decision-making ability.
• High ownership, empathy and attention to detail.
• Comfortable handling difficult conversations and working in a fast-paced startup environment.
• Ability to balance customer needs with business outcomes.