Escalation Manager

Location: Remote
Compensation: To Be Discussed
Staff Reviewed: Mon, Feb 05, 2024
This job expires in: 6 days

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

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