Senior Support Escalation Manager
Core
Primary contact managing escalated customer and partner issues, acting as an internal expert to resolve longer-running, sensitive, or complex problems while leading strategic projects to improve resolution times and customer satisfaction.
Role type
Senior Support Escalation Manager (Strategic IC)
Builds
Improved customer support experience, resolved escalated issues, and optimized support processes for a group of customers or specific region/area.
Domain
Technology industry customer support and service operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Problem-solving, collaboration, orchestration, relationship management, project management, process improvement, stakeholder communication, resource coordination, protocol development, cross-functional leadership
Preferred skills
Coaching and mentorship, strategic planning, global perspective, on-call availability
Technologies
Azure Fundamentals, M365 Fundamentals
Responsibilities
Resolve escalated customer and partner issues; identify and build relationships with internal and external teams to drive resolutions; lead strategic projects to improve resolution times and customer satisfaction; provide informal coaching and mentorship to less experienced managers; coordinate cross-regional and cross-group initiatives; establish and oversee written protocols for issue resolution; manage customer and field expectations regarding response times; ensure stakeholders are informed on issue status; participate in postmortem discussions to remediate future issues.
Seniority
Senior, hands-on IC with strategic leadership
