Escalation Specialist

About the company

Launched in 2019, Scaler is Indias leading tech education company that upskills working professionals and

educates aspiring engineering students. Scalers industry-vetted curriculum addresses real-world challenges

through two flagship online programs: Scaler and Scaler DSML.

To further redefine education, Scaler has launched:

Scaler Neovarsity: An outcome-focused online Master's Programme

Scaler School of Technology (SST): A 4-year residential UG program in Computer Science

Scaler School of Business: An 18-month PGP in Management & Technology

Our parent firm, InterviewBit, has been featured in the Financial Times Asia-Pacific High Growth Companies 20212025. Scaler is backed by marquee global investors like Peak XV (formerly Sequoia India), Tiger Global, and Lightrock India.About the Company.

Responsibilities

• Handle and resolve critical escalations reported on the Founders Desk
• Ensure 90%+ queries are resolved on the same day
• Maintain a CSAT score of 90+ consistently
• Work closely with multiple stakeholders to drive quick and effective resolutions

Qualifications

• 1+ years of experience handling customer escalations
• Strong English & Hindi communication (written & verbal)
• Street-smart problem solver with strong customer handling & retention skills
• Quick learner with ability to implement feedback rapidly
• Comfortable in high-pressure, fast-paced environments
• Hands-on with CRM tools (Salesforce, Zendesk, etc.)
• Open to work from office, shifts, and weekends
• High ownership mindset with a bias for resolution