Escalation Manager

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 ...