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.
Role type
Senior Support Escalation Manager
Builds
Improved customer support experience, resolution times, and satisfaction for specific customer groups or regions
Domain
Technology industry customer service
Deliverable
client delivery
Required skills
Problem-solving, collaboration, orchestration, relationship management, strategic project leadership, coaching/mentorship, cross-functional coordination, stakeholder communication, postmortem analysis
Preferred skills
M365 Fundamentals
Responsibilities
Resolve escalated customer and partner issues; Identify and build relationships with internal and external teams and senior leaders; Lead strategic projects to improve resolution times and customer satisfaction; Provide coaching and mentorship to less experienced Support Escalation Managers; Lead inter-regional and cross-group initiatives; Act as a subject matter expert on best practices for customer experience; Review status updates and provide guidance on communicating with internal stakeholders; Coordinate resources and establish relationships to drive opportunities in postmortem discussions.
Seniority
Senior, hands-on IC with leadership responsibilities
