Role: Escalations Team Lead
Location: IBC Knowledge Park, Bengaluru
Reporting to: Customer Success Manager
Team Name: Customer Support
About the Team and the Role:
The Customer Support team at Ather is responsible for delivering a seamless ownership experience by resolving customer concerns with speed, accuracy, and empathy. The Escalations team plays a critical role in managing high-impact customer issues, ensuring timely resolution, and protecting brand trust.
This role is for an Escalations Team Lead who will manage a team of specialists, drive resolution efficiency, and ensure strong alignment across cross-functional teams to improve customer experience outcomes.
Responsibilities:
Manage and lead a team of escalation specialists, ensuring adherence to performance, quality, and SLA metrics
Plan and govern roster, attendance, and workforce allocation to ensure optimal coverage and productivity
Oversee critical escalations, drive structured de-escalation ...