Job Summary
A company is looking for an Escalation Manager in Detroit, Michigan, United States.
Key Responsibilities:
- Engage with customers during crisis situations and create action plans to resolve escalated issues
- Collect and review information related to customer escalations, summarize the problem and next steps
- Represent the company to customers and contribute to internal incident and problem management processes
Required Qualifications:
- Bachelor's degree or 4 years of experience in a customer-focused or technical role
- Legal authorization to work in the U.S
- 3+ years leading a support team and familiarity with CRM systems
- Ability to understand and empathize with the implications of a crisis
- Strong interpersonal and communication skills
