Staff Escalation Manager

📋 Description

• Engage in efforts to address customer concerns escalated through email tickets, social media channels, internal pathways, and various communication methods including email, phone, chat, or social platforms.

• The role includes weekend coverage and rotation schedules to support the Support Duty Manager, as well as occasional Incident On-call responsibilities for customer-facing incidents.

• Manage top-level escalations and significant outage events by collaborating across functions and involving key partners to ensure effective communication and resolution.

• Participate in Support Duty Manager rotations, responding to and triaging critical escalations while working with Support Managers to identify the appropriate “tiger team” resources and mitigation plans to resolve customer issues and alleviate customer blockages.

• Take part in customer-facing incidents through an on-call rotation during high-impact situations.

• Attend regular incident review meetings, monitor and enhance key metrics for incident quality and effectiveness, and pinpoint areas for process improvement.

• Collaborate with TAM and AE on post-mortem discussions with customers, advocating for their feedback and enhancements to Product and Engineering.

• Create and uphold standardized escalation processes to minimize resolution times for business-critical issues.

• Offer both technical and soft-skills mentoring to Support Engineers.

⛳️ Requirements

• A minimum of 7 years in enterprise technical support, professional services, or similar customer-facing positions, with at least 3 years in a senior technical role.

• A strong can-do attitude and readiness to tackle the critical and time-sensitive nature of issues and incidents.

• Effectively collaborate with Front Line Support Engineers and engage in cross-team initiatives to expedite resolutions for urgent issues.

• Possess strong business acumen and executive presence, capable of leading executive-level communications on critical or sensitive matters.

• Exceptional customer service skills, demonstrating a high degree of logic, tact, and persistence under pressure while maintaining a positive attitude.

• Ability to work independently with minimal supervision as well as function effectively within a team.

• Highly driven by challenges and passionate about conducting post-mortems to identify process gaps and suggest improvements.

• Willingness to participate in an on-call rotation.

• This position requires availability during APAC hours: 6:00 AM to 3:00 PM IST, including weekend shifts, specifically Sunday to Thursday or Tuesday to Saturday.

🏝️ Benefits

• Competitive salary

• Generous leave policy

• Extensive parental and wellness leave

• Healthcare coverage

• Retirement savings plan