Escalation Manager

📋 Description

• Manage the Escalation Lifecycle: Own escalated cases from intake through closure, serving as the
• Drive Resolution Excellence: Ensure flawless execution of the escalation process through
• Coordinate Critical Escalations: Collaborate across the Critical Escalations Center to ensure
• Align Cross-Functional Partners: Partner closely with Engineering, Operations, Technical Support
• Lead Continuous Improvement: Develop and coordinate post-escalation reviews, post-mortems, trend
• Identify Systemic Trends: Analyze escalation patterns and provide strategic recommendations to

🎯 Requirements

• 3+ years of experience in account management, escalation management, technical support, customer
• Strong technical knowledge of complex systems, ideally in a multi-tenant cloud environment.
• Practical experience managing multiple support teams, with a strong understanding of technical
• Proven track record of collaborating across all levels of the business to improve the customer
• Strong customer service orientation, with the ability to exercise sound judgment and make quick
• Ability to collaborate effectively with peers and cross-functional partners, including Product