Resolution/Escalation Manager

About Us

Visit Health is a pioneering health-tech platform, founded in 2016 by BITS Pilani alumni, dedicated to making healthcare accessible, affordable, and preventive. Originated as a telemedicine platform during the 2015 Swine Flu epidemic, Visit Health has grown into an all-in-one wellness ecosystem that connects doctors, insurers, and millions of families. Our services range from physical and mental wellness to OPD benefits, empowering both individuals and corporations to prioritize well-being.

Our Core Offerings

• Employee Assistance Program (EAP): Mental health support services for a balanced work-life experience.
• Personalized Health Plans: Tailored wellness programs with fitness, meditation, and nutritional guidance.
• Health Check-ups & Screenings: Preventive check-ups and vaccinations for proactive health management.
• Comprehensive Wellness Programs: Designed to boost morale, productivity, and holistic employee health.
• Preventive & OPD Care: Seamless primary care and OPD services, reducing out-of-pocket expenses through cashless OPD benefits.

About Role

We are hiring a Resolution/Escalation Manager to lead escalations, drive RCA, and work closely with Customer Support & Operations to ensure seamless issue closure. The role requires strong analytical skills, stakeholder management, and a customer-first mindset.

Key Responsibilities

• Own and manage escalated cases end-to-end.
• Work with Operations and Support teams to understand user grievances and pain points.
• Conduct detailed Root Cause Analysis (RCA) and ensure accurate and final resolution to users.
• Ensure all communication threads with stakeholders are closed—no repeat queries from customers.
• Analyze escalation data to identify trends, gaps, and actionable insights.
• Recommend process changes to reduce repeats and improve service quality.
• Collaborate with cross-functional teams to implement corrective and preventive measures.
• Maintain escalation SLAs and communication quality standards.
• Guide and support agents based on RCA learnings.

Must Have’s

• 4–7 years of experience in Customer Support, Escalation Management, Control Tower, or Service Quality.
• Minimum 1–2 years in a team lead or managerial role handling escalations or resolution functions.
• Experience in E-commerce, Q-commerce, hyperlocal, or fast-paced consumer tech setups.
• Strong analytical skills with the ability to identify patterns and derive insights.
• Excellent communication and stakeholder management abilities.
• Comfortable working with ambiguous problems and bringing structured solutions.
• Demonstrates a strong customer-first mindset.
• Immediate joiners preferred; healthcare experience is an added advantage.

Good to Have

• Experience with CRM and escalation tools (Zendesk, Freshdesk, Salesforce, etc.).
• Exposure to service quality frameworks or SOP building.