Lead - Customer Experience Escalations

Livspace · Bangalore, India

Lead - Customer Experience (CX) Escalations Livspace

At Livspace , we're committed to delivering exceptional customer experiences at every stage of the customer journey. As we continue to expand our Appliances business, we're looking for a seasoned Lead - Customer Experience (CX) Escalations to drive end-to-end resolution of critical customer issues and champion operational excellence.

This role is ideal for professionals who excel at problem-solving, stakeholder management, and transforming customer challenges into positive brand experiences.

Location: Bengaluru

Key Responsibilities

• Own and manage end-to-end customer escalations across phone, email, social media, marketplaces, and internal channels.
• Serve as the single point of contact for critical customer issues, ensuring timely resolution in line with defined SLAs.
• Partner closely with Service, Supply Chain, Warehousing, Logistics, Sales, Finance, and Marketplace Operations to drive seamless cross-functional collaboration.
• Deliver proactive, transparent, and empathetic communication throughout the customer resolution journey.
• Lead root cause analysis for recurring issues and implement corrective and preventive actions to improve customer satisfaction.
• Develop and enhance escalation management processes, SOPs, and best practices to strengthen operational efficiency.
• Monitor and report key performance metrics, including TAT, SLA compliance, First Contact Resolution (FCR), Customer Satisfaction (CSAT), escalation closure rate, and repeat complaint trends.
• Prepare and present daily, weekly, and monthly MIS reports, providing actionable insights to support continuous process improvement.

What We're Looking For

• 5-8 years of experience in Customer Experience, Customer Support, Customer Service Operations, or Escalation Management.
• Proven experience in Consumer Durables, Home Appliances, Retail, E-commerce, or Marketplace businesses.
• Hands-on experience with CRM/Ticket Management Systems and Advanced Excel.
• Strong stakeholder management skills with the ability to collaborate across multiple business functions.
• Excellent analytical, problem-solving, conflict resolution, and decision-making capabilities.
• Outstanding verbal and written communication skills with a strong customer-first mindset.

If you're passionate about delivering exceptional customer experiences, driving operational excellence, and making a meaningful impact in a fast-growing business, we'd love to hear from you.

To apply, please send your resume to: