Senior Support Escalation Manager
Core
Manages escalated customer issues, collaborates with engineering and operations teams to resolve complex incidents, and drives process improvements to enhance the customer support experience.
Role type
Senior Support Escalation Manager
Builds
Improved resolution times, customer satisfaction, and support experience for account-aligned customers
Domain
Technology industry customer service
Deliverable
client delivery
Required skills
Cross-functional collaboration, incident management, process improvement, stakeholder communication, trend analysis, strategic project leadership, mentoring, executive reporting, resource identification
Preferred skills
None stated
Technologies
None stated
Responsibilities
Owns and manages escalated customer incidents to identify and remove barriers; mentors team members on handling complex cases; communicates with senior leadership and internal stakeholders on issue status and solutions; identifies trends in postmortems to drive remediation strategies; leads projects to improve resolution times and customer satisfaction; creates executive summaries detailing issue impact and resolution status.
Seniority
Senior, hands-on IC with strategic oversight