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 es...