Customer Experience Escalation Lead

Mosaic Wellness is building digital first, health brands for elective health concerns. Man Matters, is a digital elective health platform for men, helping 2.5M+ men every year diagnose and solve for their hair loss, beard growth, fitness and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches. Be Body Wise, is an online women's elective health platform, serving 4M+ women every year by providing personalized solutions and doctor consults across concerns for hair health, body care, Sleep and nutrition. Little Joys is an online health platform for kids, helping 2M+ parents every year solve for their child's physical, mental and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health with access to expert doctors and nutritionists.

Role Summary :A Customer Service Escalation Manager is a high-level specialist responsible for resolving the most complex, high-priority, and and at-risk customer issues that front-line support staff cannot handle.Key Responsibilities : ▪ Take full accountability for escalated cases, ensuring they are tracked, prioritized, and resolved promptly.▪ Act as the main contact for high priority customer escalations.▪ Collaborate with frontline support teams to address complex customer issues.▪ Communicate with customers to manage expectations and provide updates.▪ Coordinate with cross functional teams (Product, Tech, NPD & Doctor team) to resolve the customer issues.▪ Analyze customer feedback and support trends to identify systemic issues.▪ Conduct Root Cause Analysis (RCA) and implement longterm process improvements.▪ Develop strategies to reduce recurring escalations and enhance customer experience.▪ Maintain detailed records of escalations for transparency and accountability.Self Management Responsibilities : ▪ Mentor and guide support team members on deescalation techniques, communication best practices, and workflows.▪ Conduct training sessions on escalation procedures and customer service techniques.▪ Lead by example in handling complex escalations with composure and clarity.▪ Maintain detailed documentation for transparency and accountability.▪ Strengthen analytical skills to correlate technical data across incidents, problems, and changes.▪ Demonstrate ownership, accountability and proactive governance in escalation management.

Graduate / Diploma (10 + 2 + 3 / 10 + 3) Language Skills : English skill. Spoken Hindi (neutral accent)