Support Escalation Manager
Core
Act as an internal expert to resolve longer-running, sensitive, or escalated customer issues and lead strategic projects to remediate future issues.
Role type
Senior Support Escalation Manager
Builds
Customer issue resolution processes and vendor management
Domain
Technology industry customer service
Deliverable
client delivery
Required skills
C-level stakeholder management, vendor relationship management, process improvement, strategic project leadership, informal coaching and mentorship, written protocol development, resource coordination
Preferred skills
Fluent / Business English
Technologies
M365
Responsibilities
Resolve escalated customer issues, lead strategic projects to prevent recurrence, develop written protocols for issue resolution, manage vendor relationships, coach less experienced managers, surface feedback for process improvement, manage stakeholder expectations
Seniority
Senior, hands-on IC with mentorship responsibilities
