Service Manager
Core
Primary contact for escalated customer and partner issues, acting as an internal expert to resolve complex, sensitive, or long-running problems while leading strategic projects to improve support experience.
Role type
Senior Support Escalation Manager
Builds
Customer support experience for specific regions, areas, or customer groups
Domain
Technology industry customer service
Deliverable
client delivery
Required skills
Problem-solving, collaboration, orchestration, relationship management, strategic project leadership, coaching, mentorship, resource coordination, stakeholder communication, subject matter expertise on best practices
Preferred skills
None stated
Technologies
M365
Responsibilities
Resolve escalated customer and partner issues, identify and build relationships with internal/external teams and senior leaders, lead strategic projects to improve resolution times and satisfaction, provide coaching to less experienced managers, lead cross-regional initiatives, review status updates and guide communication on sensitive issues, coordinate resources for postmortem discussions
Seniority
Senior, hands-on IC with strategic leadership
