What You'll Own • Escalation ownership: Escalated tickets across chat, email, and voice — taking over conversations that frontline agents have flagged as high-risk, high-emotion, or high-value. • De-escalation on live chat: Reading a chat in real time and choosing the right de-escalation approach — acknowledging the issue, controlling pace, and closing the loop — instead of following a script word for word. • Cross-team coordination: Coordinating with logistics partners (BlueDart, Delhivery, and others), warehouse, and returns teams to get a real answer for the customer, not a placeholder. • Chat throughput: Typing fast and accurately enough to run concurrent chats without the customer feeling like they're waiting on you. • Voice and email fluency: Speaking with customers directly when a matter needs a voice call instead of text, and writing clear, professional emails for cases that need a documented trail. • Root-cause flagging: Flagging repeat escalation patterns (a courier, a SKU, a process gap) to the Team Lead instead of just closing tickets one by one. • Documentation: Keeping every escalation logged with a clear resolution note, so nothing repeats itself or gets lost between shifts. What We're Looking For • 2–5 years in a customer-facing escalation, resolution, or senior support role, with genuine exposure to a blended process (not chat-only or voice-only). • Prior experience in logistics, courier, or e-commerce operations, where you've actually dealt with delayed orders, failed deliveries, refunds, or shipment disputes. • A track record of calming down an upset customer on chat in real time — not just following an escalation matrix. • Expert-level typing speed and accuracy, comfortable managing multiple live chats at once. • Excellent spoken and written English — confident on calls, clear and error-free over email. • A calm, sharp presence under pressure. You don't get rattled, and you don't let a customer's tone dictate yours. • Champion in follow ups for timely resolution. • Have knowledge about the product journey and the return functiality. Good to Have • Familiarity with Zoho Desk, Zoho SalesIQ, or a similar helpdesk/CRM platform. • Exposure to dental, healthcare, or B2B e-commerce categories. • Prior experience mentoring or coaching frontline agents on tone and de-escalation. • Versant 5 certification. Requirements Good to Have • Familiarity with Zoho Desk, Zoho SalesIQ, or a similar helpdesk/CRM platform. • Exposure to dental, healthcare, or B2B e-commerce categories. • Prior experience mentoring or coaching frontline agents on tone and de-escalation. • Versant 5 certification.