Support Operations Lead (Escalations)

Apna

Bangalore, Karnataka
Permanent
Full-time

1 month ago
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About Apna:Apna is India’s leading jobs platform built for the entire spectrum of the workforce—from entry-level and frontline workers to mid-skill professionals. It enables millions of job seekers and employers to connect directly and efficiently across industries such as sales, marketing, delivery, operations, customer support, finance, and more.Role OverviewWe are looking for a highly solution-oriented and analytical Support Operations Lead (Escalations) to manage critical employer escalations across Apna’s hiring journey. You will independently handle all high-priority and complex cases routed to the Escalation desk, ensuring quick resolution, data-backed decisions, and a world-class support experience.This Role is suited for someone who loves solving problems, thrives under pressure, and enjoys working cross-functionally.Requirement - 1Location - Bangalore (Work from Office - Domlur)Skills Required for the role - Fluent in English, and Hindi (must)Working: 5-day working (flexibility to work 6 days as per business requirements)RequirementsResponsibilities:End-to-End Escalation Handling:

Own and resolve all L2 escalations raised by employers across the support lifecycle: onboarding, job posting, job fulfillment, and hiring.
Act as the final escalation point for critical issues, ensuring swift and effective resolution.

Social Media Escalation Management:

Monitor and respond to employer queries or concerns raised on platforms like LinkedIn, Twitter, etc.
Work with social and communications teams to maintain a consistent, empathetic, and professional brand tone.

Internal Escalation Ownership:

Serve as the go-to person for internal support teams when workflows break or need intervention.
Coordinate with cross-functional stakeholders (Product, Ops, Tech, Sales) to unblock issues and align on solutions.

Problem Solving & Root Cause Analysis:

Deep dive into recurring issues, identify patterns, and recommend fixes or process changes.
Drive closure through documentation (SOPs, RCA reports) and preventive measures.

Data-Backed Decision Making:

Use support data and insights to prioritize problems and propose scalable solutions.
Maintain dashboards, track metrics, and share learnings with leadership for continuous improvement.

Communication & Influence:

Communicate clearly and persuasively in English with employers and internal stakeholders.
Use strong convincing skills to guide discussions toward resolution, especially in tough conversations.

What we're looking for:

3–6 years of experience in support ops, escalation management, or customer experience roles (ideally in tech/platform/marketplace environments).
Hands-on experience with L2 support workflows and owning high-stakes cases.
Strong problem-solving skills with a logical, solution-first approach.
Experience in handling both social media escalations and internal process breakdowns.
Excellent communication skills; fluent in English with a natural ability to convince and empathize.
Data-savvy – can interpret data, draw insights, and act on it confidently.
Proficient with tools like Zendesk, Freshdesk, or similar platforms.

Why join Apna?

Make a direct impact by improving employer experience across India’s #1 job platform.
Be the voice of the customer and drive change without needing to manage a team.
Join a high-growth, mission-driven company solving meaningful problems at scale.
Work with smart, collaborative teams in a fast-paced environment where your work truly matters.

Apna