Support Escalation Manager

Job Summary

As a full-time Support Escalation Manager, the successful candidate will manage escalated customer and partner issues, drive process improvements, and lead strategic projects to enhance customer satisfaction and support experiences.

Key responsibilities

• Own escalated issues and manage account-aligned customer incidents to identify and remove barriers
• Lead strategic projects aimed at improving resolution times and customer satisfaction
• Build and maintain relationships with internal teams and senior leadership to ensure effective communication and 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 equivalent experience
• Project management experience
• Experience working with Microsoft products and services
• Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals)
• Prior incident and escalation management experience