Bombinate - Operations Manager - Escalations - Koo App

- Koo is an Indian micro-blogging platform being made for the world. Our vision is to connect people around the world on the basis of their thoughts and language of preference. People connect better and more meaningfully when they can meet and interact with others that speak the same language. With that insight, we cater to millions of users today and help them connect with each other. Users create and share their thoughts in their mother tongue and follow other people to get a customized feed.

- We are seeking an escalations specialist to come and join koo. He/she will be responsible for handling escalations of various natures. They could arise with regards to legal compliance; breach of community guidelines or technical errors that would need to be addressed on priority.

- Escalations handling will be a critical role as part of our Grievance Redressal operations. The Person will own the complete process to successfully resolve the most challenging escalations and crises, you will collaborate with internal team members, cross-functional stakeholders and external users to quickly assess the impact of an escalation and then define and implement clear steps to resolution using a broad array of remediation measures

Requirements:

- Be an expert at interpreting and enforcing Koo standards and policies, including some basic compliance policies

- Build and implement best in class escalations processes to maintain productivity and quality service level agreements

- Be empathetic, sharp and analytical as one works closely with the Legal, and Government bodies across the world

- Track and analyze escalation performance metrics

- understanding of technical & qualitative functions across the company, and the ability to implement this knowledge in a high pressure situation

- Demonstrated ability to use sound judgment, work in a high stress environment, thrive in chaos, and exhibit grace under pressure

- Ability to use and learn tools like SQL and Excel to drive analytics and reporting is an added bonus

Preferred:

- Few years of experience in a similar role

- Active /Passionate Social Media user

- You can learn more about the company by reading this note:

About - https://docs.google.com/presentation/d/e/2PACX-1vQIuO9zwUXeKL02l8oq3byhy2dlHrws1qNiZnO7VVcuAFWOnlWTlSQzrqf_NKminJEUODpAlNEqQoNr/pub?start=false&loop=false&delayms=60000&slide=id.p6

Salary and Esops are negotiable.