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.

Founding Team

The founding team — Chetan Anand, Anurag Prasad, Vaibhav Singh, and Shashvat Tripathi — established Visit Health to bridge the healthcare gap in India. Driven by their experiences with limited healthcare access in Pilani, they have built Visit Health into a platform that advocates quality, accessible healthcare for everyone.

What Sets Us Apart

- Comprehensive & Flexible OPD Benefits:
Visit offers unlimited access packages for employees and dependents, covering mental health, nutrition, diagnostics, and doctor consultations.
- Integrated Platform:
Combining primary and secondary care, our platform connects corporates, insurers, and retailers, making healthcare seamless and holistic.
- Engagement & Gamification: AI-driven insights, step challenges, and rewards (Fit Coins) drive high engagement and builds lasting healthy habits.
- 24/7 Accessibility:
Accessible health support anytime, designed to address India’s diverse healthcare needs.

Key Milestones & Achievements

- Expanding Primary Care Access:
Serving over 5 million users with 1.5 million annual health checkups, 500,000 doctor consultations, and 200,000 pharmacy orders.
- Strategic Partnerships:
Collaborations with leading insurers and doctors, reaching 2,500 major corporations and MSMEs.
- Technological

Innovation: Introduced India’s first cashless OPD insurance program in partnership with Apollo Munich, with a network of over 35,000 doctors.
- Awards & Recognition:
Honored in Forbes 30 Under 30 Asia (2020) and BITSAA Global 30 Under 30 (2022).
- Funding Success:
Secured over $40 million in investments to drive growth and service expansion.

Future Vision

Visit Health aims to further strengthen India’s primary care infrastructure, expand its corporate and insurer partnerships, and introduce advanced health tech solutions. With a focus on universal health coverage, we’re committed to making healthcare accessible for all employees and their families, supporting them in leading healthier lives.

Visit Health — Empowering workplaces with accessible, affordable, and impactful healthcare.

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.