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Job Description
The Escalation Manager is responsible for managing high-priority customer escalations within a global technical support team, ensuring effective communication, collaboration, and resolution to deliver exceptional customer service and drive continuous improvement.
Key Responsibilities
- Manage the lifecycle of escalations, acting as the single point of contact for customers and internal stakeholders.
- Coordinate resources and communication to ensure timely resolution of escalations.
- Build and maintain strong cross-functional relationships with Customer Success, Engineering, Product, and Sales teams.
- Develop, implement, and coordinate post-escalation processes such as reviews and trend evaluations.
- Establish and maintain escalation SOPs following industry standards and best practices.
- Build and monitor escalation KPIs and reporting to improve support quality.
- Drive and manage executive review meetings for critical escalations.
Requirements
- Minimum of 5 years of customer facing escalation management experience in fast-paced software technology environments including SaaS, PaaS, and IoT.
- Demonstrated project management experience with the ability to influence stakeholders to achieve desired outcomes.
- Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints.
- Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards.
- Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority, up to and including senior executives.
- Excellent English language verbal, written, communication, and receptive listening skills.
- Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication.
- Experience working with ticketing systems such as Zendesk and Salesforce.
- Ability to permanently work US Eastern time zone business hours.
- An ideal candidate also has 8 years of Technical Support and/or Support Services related experience with a proven track record of delivering business value and improvement.
- High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
- Ability to work in a hyper-growth environment with shifting priorities.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model including remote, hybrid, and in-office options
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