- Job Type: Full-Time
- Function: Executive
- Industry: Consumer
- Post Date: 05/16/2026
- Website: swiggy.com
- Company Address: Jakkasandra Chowk, Bengaluru, Karnataka, IN, 560034
About Swiggy
Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500 cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation.Job Description
Role Overview :
The Senior Executive – ORM will be responsible for managing critical and high-priority customer escalations received via social media channels. The role requires prompt, empathetic, and resolution-focused responses to safeguard brand reputation, ensure customer satisfaction, and provide actionable feedback to internal stakeholders.
Key Responsibilities
- Monitor and respond to escalations on all social media platforms (Facebook, Twitter/X, Instagram, etc.) in real-time.
- Handle high-impact and sensitive cases with accuracy, discretion, and professionalism.
- Coordinate with internal teams (Operations, Product, Legal, etc.) to ensure quick resolution of escalations.
- Maintain First Response Time (FRT) and resolution SLAs for the ORM queue.
- Prepare and share daily/weekly escalation reports highlighting trends, root causes, and preventive measures.
- Provide feedback loops to improve service delivery and reduce repeat escalations.
- Support training and mentoring of new team members on escalation handling best practices.
Key Requirements Skill :
- Strong written communication with a customer-first mindset.
- Excellent problem-solving and decision-making skills under pressure.
- Ability to handle sensitive issues with tact and professionalism.
- Proficiency with ORM/social listening tools (e.g., Sprinklr, Hootsuite, Meltwater).
- Work Hours: Willingness to work in shifts, including weekends/public holidays if required.
Key Competencies
- Empathy and active listening.
- Stakeholder management.
- Time management and prioritization.
- Analytical thinking and attention to detail.