Support Escalation Manager
Core
Primary contact for moderate to highly complex customer/partner escalations, acting as a liaison to resolve sensitive issues and advocate for customer experience improvements.
Role type
Senior Support Escalation Manager
Builds
Resolved customer incidents and improved support processes
Domain
Technology customer support
Deliverable
client delivery
Required skills
Investigation, problem solving, stakeholder management, technical resource identification, process improvement, mentoring, judgment, decision making, prioritization, multi-tasking
Preferred skills
Empathy, passion, integrity, ability to work under deadline pressure, ability to manage ambiguity, international relationship building
Technologies
N/A
Responsibilities
Handle moderate to highly complex escalation issues; Collaborate with internal and external teams to resolve customer issues; Communicate with customers to understand issues and provide status updates; Identify and remove barriers to issue resolution; Mentor team members on handling complex cases; Coordinate connections between internal teams to manage expectations; Influence internal teams to improve resolution times and efficiency
Seniority
Senior, hands-on IC with mentorship responsibilities
