Manager – Escalation Management

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee a global team dedicated to providing exceptional customer care and support in a 24/7/365 SaaS environment.

• Responsible for recruiting, developing, training, and managing the skills of a team of Escalation Managers.

• Maintain a positive attitude and approach situations with diplomacy.

• Successfully navigate and guide challenging situations towards favorable resolutions.

• Utilize data-driven insights to enhance operational quality and efficiency.

• Conduct case quality assessments and mentor team members to improve customer experience.

• Build and nurture relationships across product and engineering teams for knowledge sharing, escalation management, readiness for new features, and product feedback.

• Establish strong working relationships with customer-facing teams (sales, support account management, professional services, etc.).

• Evaluate processes, technology, and team skillsets to identify gaps and opportunities for improvement and advancement.

• Serve as a change agent for new business processes, technology, and transformation initiatives.

• Lead by example to foster a culture of teamwork and collaboration.

• Align with organizational and departmental objectives.

• Define and implement relevant metrics and measures for success.

• Develop scalable processes and automation to enhance efficiency across teams and products.

• Ensure high-quality work in all aspects of Escalation Management, including support tickets, customer-facing Root Cause Analysis (RCA) documents, and executive presentations, as necessary.

• Lead and expand a diverse team responsible for managing and resolving high-impact escalations 24/7/365.

• Dedicate at least 30% of time to engage with and manage escalations.

• Advocate for continuous improvement based on data-driven discussions.

• Use metrics to inform strategic decisions, focusing on outcomes.

• Provide scheduled updates to internal and external stakeholders, including C-level executives.

⛳️ Requirements

• Bachelor’s or Master’s degree in Computer Science, Management Information Systems, or a related field.

• A minimum of 6 years of experience in technical support and service management, with at least 2 years in a supervisory capacity.

• Over 3 years of experience in a customer-facing role handling escalations or incidents.

• Experience managing Enterprise support in a large, complex environment within a web-based service and technology framework.

• A customer-first mentality and a proven ability to deliver outstanding internal and external customer service.

• Demonstrated success in achieving departmental goals and key performance indicators.

• Experience facilitating collaborative solution development across cross-functional teams and driving projects to meet shared objectives.

• Ability to communicate problem resolutions, root cause analyses, and corrective actions to customer-facing teams and clients when necessary.

• Reputation for reliability, fairness, dependability, and commitment to high ethical standards.

• Strong analytical and problem-solving capabilities.

• Excellent technical aptitude and outstanding communication and negotiation skills, both written and verbal.

• Ability to adapt, remain flexible, and quickly learn in a fast-paced environment.

• Exceptional teamwork skills and the ability to collaborate with virtual and global cross-functional teams.

🏝️ Benefits

• Health insurance

• Retirement plans

• Flexible work arrangements

• Professional development opportunities