Escalation Manager at Lytegen

Ajitgarh, Punjab, India -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

De-escalation, Customer Satisfaction, Accountability, Communication, Problem Solving, Conflict Resolution, Root Cause Analysis, Reporting, Process Improvement, Emotional Intelligence, Phone Presence, KPI Focused, Project Management Support, Scheduling, NTP, Inspections

Industry

Professional Services

Description

Position Overview - We are hiring Escalation Managers to oversee high-priority customer situations across our U.S.-based solar operations. This role acts as the structured escalation authority supporting Scheduling, NTP, Inspections, and Project Management teams. The Escalation Manager is responsible for resolving complex cases, protecting customer satisfaction, and driving cross-department accountability. Project ownership remains with Project Managers. However, escalation resolution ownership sits with this role. This is a high-responsibility, high-communication position. Timings: 9:30pm-6:30am Core Responsibilities - Escalation Leadership • Take control of complex and high-risk customer cases • Lead de-escalation calls with professionalism and authority • Resolve billing disputes, delays, inspection failures, permitting setbacks • Protect company reputation during sensitive situations Cross-Department Accountability • Coordinate directly with PMs, Scheduling, NTP, and Inspections • Identify root causes of breakdowns • Push for timely internal resolution • Escalate internally to leadership when necessary Client Relationship Protection • Provide structured and transparent updates • Rebuild trust when projects face delays • Reduce negative reviews and customer churn • Ensure high-risk customers are stabilized Reporting & Process Improvement • Maintain escalation tracker • Report weekly on resolution timelines • Identify recurring operational bottlenecks • Recommend workflow improvements • Exceptional spoken and written English • Strong experience handling U.S.-based customers • 3 to 6 years experience in escalation, retention, or operations • High emotional intelligence • Confident phone presence • Process-driven and KPI-focused • Ability to stay composed under pressure Solar or home services experience strongly preferred.

Responsibilities

The Escalation Manager will take control of complex, high-risk customer cases, leading de-escalation calls to resolve issues like billing disputes and permitting setbacks while protecting the company reputation. This role is also responsible for coordinating cross-departmentally to identify root causes and pushing for timely internal resolutions.