Support Escalation Manager

Job Summary

A company is looking for a Senior Support Escalation Manager.

Key Responsibilities

• Serve as the primary point of contact for escalated customer and partner issues, enhancing overall experience and coordinating resolutions
• Mentor team members and contribute to projects aimed at improving resolution times and customer satisfaction
• Analyze data to identify trends, recommend improvements, and manage relationships with outsourced vendors for effective issue resolution

Required Qualifications

• Master's Degree in technology, business, or related field AND 3+ years of relevant experience, OR Bachelor's Degree AND 4+ years of experience, OR 7+ years of experience in the technology industry or customer service
• Ability to meet security screening requirements
• Experience in incident and escalation management
• Experience with C-level stakeholder management
• Additional languages such as Spanish or Portuguese are advantageous