Escalation Manager

March 19

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Fivetran

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Fivetran is a company that focuses on simplifying the process of data integration by providing automated data connectors that sync data from different sources into data warehouses, enabling seamless analytics and insights. Using a streamlined, fully-managed approach, Fivetran helps businesses consolidate their data infrastructure to ensure consistent data availability and reliability.

Data Integration • ETL • data pipelines • ELT

1001 - 5000 employees

Founded 2012

💰 $565M Series D on 2021-09

📋 Description

•Support engineers responsible for handling escalated customer support cases. •Serve as the main point of contact for customers with critical or complex issues, providing timely updates and driving issue resolution. •Collaborate closely with cross-functional teams, including engineering, product management, and customer success, to address customer concerns and ensure timely resolution. •Prioritize and triage escalated cases based on severity, impact, and urgency, ensuring appropriate resources are allocated for timely resolution. •Monitor and track progress on escalated cases, providing regular updates to customers and stakeholders. •Identify trends and patterns in escalated cases and provide recommendations for process improvements and product enhancements. •Develop and maintain strong relationships with key customers, serving as their advocate within the organization. •Analyze customer feedback and customer satisfaction metrics to identify areas of improvement and develop action plans accordingly. •Provide guidance, mentorship, and support to team members, fostering their professional growth and development. •Stay updated on industry best practices and emerging technologies related to customer support, incorporating them into daily operations.

🎯 Requirements

•Minimum of 5 years of experience in a support escalation management role or similar capacity. •Strong technical aptitude and the ability to understand complex technical issues and articulate them to technical and non-technical stakeholders. •Proven experience in managing and resolving support escalations in a fast-paced environment. •Exceptional problem-solving and analytical skills, with the ability to think strategically and provide innovative solutions. •Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and executives. •Strong leadership qualities, with the ability to motivate and inspire a team to achieve common goals. •Ability to work well under pressure and manage multiple priorities simultaneously. •Experience with customer support software, ticketing systems, and CRM tools including Zendesk, Supportogic and Height. •1Team1Dream mentality

🏖️ Benefits

•100% employer-paid medical insurance •Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off •RSU stock grants •Professional development and training opportunities •Company virtual happy hours, free food, and fun team-building activities •Monthly cell phone stipend •Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.