Escalation Manager

ire a higher level of intervention.

• Collaborate with the technical support, product, and engineering teams to coordinate the appropriate resources necessary to resolve escalated problems.

• Provide regular updates to customers as well as internal executive leadership on the status of their issues, maintaining transparency and building trust through proactive communication.

• From time to time, manage support health of strategic accounts to contribute towards customer retention and upsell opportunities.

• Analyze patterns and trends in escalations to recognize systemic issues and collaborate with the relevant departments to implement long-term solutions.

• Document all aspects of the escalation process, including customer interactions, steps taken towards resolution, and lessons learned post-resolution.

• In the spirit of continuous process improvement share feedback to all relevant internal teams with lessons learned after the Critical Escalation is closed.

• Represent the voice of the customer within the organization, providing insights and feedback to help shape product improvements and customer support enhancements.

• Provide coaching and training to customer support staff on escalation procedures and best practices for handling difficult customer situations.

You have got all it takes....

• Bachelor's degree or equivalent practical experience in a related field.

• Experience in customer service, support, or a similar role with a track record of effectively handling escalations.

• Strong leadership skills and the ability to make quick decisions in high-pressure situations.

• Exceptional communication and interpersonal skills, capable of engaging with customers and internal teams at all levels.

• Excellent analytical and problem-solving skills, with the ability to think strategically about customer issues and the overall impact on the business.

• Experience coordinating cross-functional efforts to resolve complex issues in a timely manner.

• Knowledge of customer support technologies, CRM systems, and support ticketing platforms.

• Familiarity with technical concepts such as AWS, REST/SOAP APIs, DB Query executions etc. Splunk log analysis etc.

• A customer-oriented mindset with a passion for delivering exceptional customer experiences.

• Project Management skills coupled with a high velocity execution style.

• A sense of urgency and persistence coupled with a calm and empathetic demeanor.

• Proven ability to influence stakeholders from various teams including customer teams, build consensus and deploy win-win solutions to address critical problems.

• The Escalation Manager - Customer Support is essential in managing customer expectations, reducing churn, and ensuring the highest quality of support during critical times.

• This role demands excellent judgement, strong customer advocacy, and the ability to maintain grace under pressure while navigating the challenges of complex support situations.

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