Escalation Associate (CX)

Job description

Handle complex and high-impact customer, rider, and merchant cases requiring investigation and coordination beyond frontline support. Own escalations through resolution, protect customer safety, and identify opportunities to improve the customer experience.

Complex escalations

Investigate and resolve Tier 3 cases, repeat complaints, and issues unresolved through previous support interactions.

Sensitive complaints

Handle government complaints and escalations received through LinkedIn or CEO channels, coordinating with relevant internal teams and adhering to timelines.

Social media

Manage escalated social media complaints and in-app messages, ensuring timely follow-up and resolution.

App Store reviews

Monitor and analyze app reviews, investigate reported issues, and coordinate follow-up and responses according to company guidelines. Prepare weekly reports covering ratings, review volumes, complaint categories, recurring issues, and recommended actions.

Safety and high-risk cases

Prioritize incidents involving threats, harassment, food safety, or misuse of customer information, following the High-Risk SOP.

Merchant issues

Investigate complex merchant complaints and coordinate with responsible teams to reach a resolution.

Case ownership

Maintain accurate records, update trackers, follow up with stakeholders, and own assigned cases through closure.

CSAT and DSAT analysis

Analyze trends by LOB, vendor, FAQ, and contact reason to identify key satisfaction and dissatisfaction drivers.

Interaction audits

Review dissatisfied interactions to identify gaps in agent handling, processes, systems, or service delivery.

Continuous improvement

Recommend corrective actions, coordinate with Operations, Quality, Training, and business teams, and track the effectiveness of implemented changes.

Reporting and knowledge sharing

Share performance insights, recurring issues, case examples, and best practices through regular reports and frontline guidance.

• Work on an international platform, engaging with a diverse customer and merchant base to broaden global perspectives.
• Benefit from a comprehensive training system and clear career development pathways to accelerate personal growth.
• Based in Dubai, enjoy competitive compensation, benefits, and a modern office environment.