Escalation Manager (Remote - US) (Central/Mountain/West Timezone)

September 4

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Description

• Work with the Support team and Engineering management to ensure all customer escalations are acknowledged and handled appropriately, bringing in the right resources as required. • Manage communication with customers and internal leadership on all escalations from engagement to resolution. • Oversee platform incidents - ensuring incidents are properly summarized and communicated to affected parties. • Escalate issues as necessary to the appropriate teams. • Work with technical teams including Product Support, Product Management, and Engineering, on issue recurrence prevention, proactive software change management preparation • Present and report on escalations, high-profile issues and platform incidents to the Executive Level Team. • Analyze escalation performance metrics and quality trends, and provide recommendations/proposals for process or product improvements. • Coach and mentor other support team members on identifying and resolving early escalations. • Manage multiple tasks and projects, both independently and also as part of a team

Requirements

• Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience required. • Five or more years of experience in customer support or escalation management required. • Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML); Email Deliverability; CRMs (e.g, Salesforce, Microsoft Dynamics CRM); APIs. • Familiarity with SaaS solutions is preferred. • Any experience with using FireHydrant is a plus. • Strong customer advocacy skills and the ability to collaborate on solutions with customers and internal stakeholders. • Attitude of urgency in order to resolve escalations in a timely manner. • Proven ability to treat customers and colleagues with respect and professionalism. • Ability to work efficiently, diligently and remain focused from a home office. • Capacity to have empathy when customers have difficult issues. Specifically handling platform incidents, ensuring that incident post-mortems are held, collaborating on Incident Reports and working to continuously improve our platform incident response processes. • Excellent communication, organization and interpersonal skills. • As well as strong reading comprehension and active listening skillsDemonstrated ability to learn new things. • Excellent analytical and troubleshooting skills.