Escalation Team Leader

📋 Description

• Lead, supervise, and coach Resolution Specialists for effective case handling
• Conduct regular case reviews, quality checks, and coaching sessions
• Assign and prioritize escalated cases by urgency, risk, SLA
• Support team on complex, high-impact escalations
• Participate in hiring, onboarding, and training of new Resolution Specialists
• Act as final escalation point for complex or high-risk customer concerns
• Ensure resolutions align with policies, service agreements, and compliance
• Review and approve resolution actions within authority limits
• Coordinate with cross-functional teams to resolve cases
• Document escalations, findings, and resolutions in internal systems

🎯 Requirements

• 3–5 years in customer escalations, disputes, or operations
• 1–2 years of people management or team lead experience
• Strong understanding of customer service policies and dispute resolution
• Excellent written and verbal communication skills