Manager, Escalation Management

📋 Description

• Have global team responsibility to deliver excellent customer care and support in a 24x7x365 SaaS
• Possess a positive attitude and outlook and take a diplomatic approach to all situations.
• Navigate and steer difficult situations toward positive outcomes
• Make data-driven decisions to improve operational quality and efficiency.
• Perform case quality reviews and coach team members toward driving improved customer experience
• Foster and grow relationships across product and engineering functions for knowledge building

🎯 Requirements

• 6+ years of technical support and service management experience; 2+ years in a supervisory role is
• 3+ years of experience in a customer-facing role managing either escalations or incidents.
• Experience managing Enterprise support in a large and complex environment in a web-based service
• A customer-first mindset and demonstrated ability to provide exceptional internal and external
• Proven capability of delivering on departmental goals and key metrics
• Experience facilitating solution-building across cross-functional teams and driving projects to