Escalation Desk Executive (Customer Support)

About the role

Nua is looking for an Escalation Desk Executive to join its Customer Experience team. You will own high‑severity customer cases, investigate issues thoroughly, and ensure timely, satisfactory resolutions that reinforce our commitment to women’s wellness.

Key responsibilities

• Manage complex customer escalations that go beyond standard scripted responses.
• Take end‑to‑end ownership of high‑severity cases from investigation to resolution.
• Communicate professionally with customers via email, phone, and chat.
• De‑escalate challenging situations using active listening and empathy.
• Collaborate with cross‑functional teams to resolve technical or product‑related issues.
• Document case details and share insights to improve processes.

Required profile

• Strong analytical and critical‑thinking abilities.
• Excellent written and verbal communication skills.
• Ability to handle pressure and make sound judgments quickly.
• Customer‑centric mindset with a passion for delivering exceptional service.

Required skills

What we offer

• Open, collaborative work environment with a lean team structure.
• Opportunities for meaningful growth and recognition.
• Commitment to work‑life balance.
• Chance to make a real impact on women’s wellness in India.