Support Escalation Manager - CritSit
Core
Act as a primary contact to understand and resolve escalated issues for account-aligned customers, improving experiences and resolution times.
Role type
Support Escalation Manager
Builds
Improved customer resolution processes and reduced issue response times
Domain
Customer Support / Technical Support Operations
Deliverable
client delivery
Required skills
Escalation management, Critical situation handling, Vendor relationship management, Process improvement, Stakeholder communication, Trend identification
Preferred skills
Technical support experience, Customer service track record, Business maturity
Technologies
N/A
Responsibilities
Manage escalated issues for account-aligned customers, Collaborate with engineering and operations teams, Drive relationships with outsource vendors, Identify systematic issues and create executive summaries, Provide status updates to customers and internal stakeholders, Mentor team members on resolution strategies
Seniority
Mid-level, hands-on IC