Support Escalation Manager

Job Summary

Managing escalated customer and partner issues, the full-time Senior Support Escalation Manager will lead strategic projects to improve resolution times and customer satisfaction while collaborating across teams to remove barriers and enhance the overall support experience.

Key responsibilities

• Owns escalated issues and manages account-aligned customer incidents to facilitate resolution and process improvements
• Identifies and builds strategic relationships with internal teams and senior leadership to manage complex issues and expectations
• Leads initiatives aimed at enhancing customer support experiences and provides mentorship to less experienced Support Escalation Managers

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