Customer Support & Escalation Specialist

Job Details

• Position: Customer Support & Escalation Specialist
• Location: HSR Layout, Bangalore
• Work Mode: Work from Office
• Working Days: 6 Days a Week
• Experience: 2–5 Years
• Employment Type: Full-time

About EzyHelpers

EzyHelpers is a growing home services company connecting families with trusted domestic helpers, caregivers, cooks, nannies and other household support professionals. We are committed to delivering reliable services and ensuring a positive customer experience.

Role Overview

We are looking for a highly customer-centric and solution-oriented professional who can independently manage customer complaints, complex escalations and service-related issues.

The ideal candidate must have strong escalation-handling experience, excellent problem-solving abilities and the empathy to understand customer concerns. The person should be capable of taking ownership of issues, coordinating with internal operations teams and ensuring timely and satisfactory resolution through the appropriate channels.

This is not a routine calling or basic customer support role. We are looking for someone who has genuinely handled difficult customer situations and taken ownership of resolving escalations.

Key Responsibilities

1. Handle customer complaints, critical escalations and service-related concerns with empathy and professionalism.
2. Take complete ownership of customer issues from the initial complaint until final resolution.
3. Understand customer concerns, identify the root cause and provide appropriate solutions.
4. Coordinate with sourcing, sales, field operations and service delivery teams to resolve customer issues.
5. Handle sensitive, dissatisfied and high-priority customers while maintaining professionalism.
6. Manage service failures, replacement requests, delays, refund-related concerns and customer dissatisfaction.
7. Ensure all complaints are documented, tracked and resolved within defined timelines.
8. Follow proper escalation matrices and resolution processes rather than providing temporary or incorrect commitments.
9. Identify recurring customer issues and suggest process improvements to reduce complaints.
10. Conduct follow-ups to ensure customer satisfaction and prevent repeated escalations.

Required Skills & Qualifications

• 2–5 years of experience in Customer Service, Customer Experience, Escalation Management or Customer Operations.
• Strong experience handling high-priority and complex customer escalations.
• Excellent verbal and written communication skills.
• Strong empathy, patience and conflict-resolution abilities.
• Ability to remain calm and professional in challenging customer situations.
• Excellent coordination and stakeholder management skills.
• Strong ownership, accountability and problem-solving mindset.
• Ability to work in a fast-paced startup environment.

Language Requirements: Strong communication skills in English, Hindi and Kannada.

Preferred Industry Background

We particularly welcome candidates who have worked in:

• Food delivery and quick-commerce companies – Zomato, Swiggy and similar platforms.
• Mobility and transportation platforms – Rapido and similar companies.
• Fintech and digital payment companies.
• Health insurance and insurance customer service operations.
• E-commerce and digital service companies.
• Service-based businesses with dedicated customer escalation teams.

Preference will be given to candidates who have directly handled customer escalations, complaint resolution and service recovery.

Candidates with only backend or routine operations experience, without direct customer escalation-handling exposure, may not be suitable for this position.

Performance Expectations

• Timely and effective resolution of customer escalations.
• Customer satisfaction and service recovery.
• Reduced repeat complaints.
• Effective coordination with internal teams.
• Accountability and end-to-end ownership of customer issues.

How to Apply

Interested candidates can share their updated resumes at:

athira@ezyhelpers.com

Please mention Customer Support & Escalation Specialist – Bangalore in the subject line.