Escalation Manager

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 approaches, and intervene in high-impact cases
• Track and ensure end-to-end ownership of escalations with strict adherence to TAT and closure quality
• Drive cross-functional alignment with Service, Sales, Product, and other teams for faster issue resolution
• Analyze escalation trends, identify root causes, and implement corrective and preventive actions
• Monitor team performance through dashboards and reviews; drive coaching and capability building
• Identify process gaps and implement improvements to enhance efficiency and customer satisfaction

Experience and Qualifications:

• Graduate in any discipline; preference for candidates with specialization in operations or customer management
• 4–6 years of experience in Customer Support/Escalations handling
• Minimum 1–2 years of experience in a team leadership role

Must have Competencies:

• Escalation management and de-escalation frameworks
• Workforce planning and roster management
• Root cause analysis and problem-solving methodologies
• CRM tools proficiency (e.g., Salesforce or equivalent platforms)

Good to have Competencies:

• Data analysis and reporting (Excel, dashboards, MIS reporting)
• Process improvement methodologies (Lean, Six Sigma basics)
• Knowledge of customer lifecycle management in automotive/EV domain
• Experience in handling multi-channel support environments (Email, Voice, Social Media)

Want to know more?

At Ather, we’ve built India’s first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack.

Be You, With Us

The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.