Lead – Customer Experience (CX) Escalations Livspace

At Livspace, we’re committed to delivering exceptional customer experiences at every stage of the customer journey. As we continue to expand our Appliances business, we’re looking for a seasoned Lead – Customer Experience (CX) Escalations to drive end-to-end resolution of critical customer issues and champion operational excellence.

This role is ideal for professionals who excel at problem-solving, stakeholder management, and transforming customer challenges into positive brand experiences.

Location: Bengaluru

Key Responsibilities

• Own and manage end-to-end customer escalations across phone, email, social media, marketplaces, and internal channels.
• Serve as the single point of contact for critical customer issues, ensuring timely resolution in line with defined SLAs.
• Partner closely with Service, Supply Chain, Warehousing, Logistics, Sales, Finance, and Marketplace Operations to drive seamless cross-functional collaboration.
• Deliver proactive, transparent, and empathetic communication throughout the customer resolution journey.
• Lead root cause analysis for recurring issues and implement corrective and preventive actions to improve customer satisfaction.
• Develop and enhance escalation management processes, SOPs, and best practices to strengthen operational efficiency.
• Monitor and report key performance metrics, including TAT, SLA compliance, First Contact Resolution (FCR), Customer Satisfaction (CSAT), escalation closure rate, and repeat complaint trends.
• Prepare and present daily, weekly, and monthly MIS reports, providing actionable insights to support continuous process improvement.

What We’re Looking For

• 5-8 years of experience in Customer Experience, Customer Support, Customer Service Operations, or Escalation Management.
• Proven experience in Consumer Durables, Home Appliances, Retail, E-commerce, or Marketplace businesses.
• Hands-on experience with CRM/Ticket Management Systems and Advanced Excel.
• Strong stakeholder management skills with the ability to collaborate across multiple business functions.
• Excellent analytical, problem-solving, conflict resolution, and decision-making capabilities.
• Outstanding verbal and written communication skills with a strong customer-first mindset.

If you’re passionate about delivering exceptional customer experiences, driving operational excellence, and making a meaningful impact in a fast-growing business, we’d love to hear from you.

To apply, please send your resume to: