Support Escalation Manager

Job Summary

To enhance customer satisfaction initiatives, the full-time Support Escalation Manager will drive escalation resolution for commercial customers and partners across Microsoft products while working remotely in the PST time zone.

Key responsibilities

• Drive escalation resolution for commercial customers and partners across Microsoft products such as Azure, M365, and Dynamics
• Coordinate with internal teams including Program Managers, Technical Advisors, and Escalation Engineers to facilitate problem resolution
• Proactively communicate case status and next steps to stakeholders, ensuring transparency and customer satisfaction

Required qualifications

• 5-7 years of experience in customer engagement within industry services or related corporate environments
• 3+ years of hands-on experience with Microsoft products such as Microsoft 365, Cloud Services, Windows, or Azure
• Proven ability to manage ticketing systems and support operations effectively
• Outstanding communication skills, with the ability to summarize complex issues clearly for non-technical audiences
• Fluency in English, with a strong customer advocacy mindset and problem-solving skills