Support Escalations Specialist

📋 Description

• Own and resolve complex escalations with legal, financial, and executive-level sensitivities.
• Serve as bridge for vendor partners and growing internal team; document processes.
• Investigate root causes; deep-dive analyses of systemic errors and gaps; advocate fixes.
• Maintain high-integrity data on every case; turn tickets into insights for Product/Engineering.
• Coordinate with Product Support, Legal, Ad Ops, Developer Relations and more on high-profile cases.

🎯 Requirements

• 3+ years in high-tier support, Trust & Safety, or operations.
• Executive or legal escalations experience is a plus.
• You enjoy detective work; comfortable digging through logs and data to find root causes.
• You can translate complex customer challenges into clear, concise updates.
• Comfort with ambiguity and ability to partner with vendor teams to coordinate tickets.
• Bachelor’s degree in Business, Communications, Operations, or related field.

🎁 Benefits

• On-call work and weekend rotation for 24/7 coverage.
• Office-based role in Gurugram; onsite Tue–Thu, with optional Mon/Fri.
• Equal opportunity employer; inclusive hiring practices.
• Reasonable accommodations during the recruiting process.
• Note on US work authorization related visa constraints for some roles.