Customer Escalation and Incident Manager

Responsibilities

• Proactive Customer Experience Monitoring & Intervention
• Analyze key Surf metrics to identify high-risk customer situations.
• Engage directly with affected customers to resolve issues.
• Implement a Surf satisfaction scoring system organization-wide.
• Coordinate cross-functional teams for timely resolution of complex or high-risk issues.
• Communicate clearly, hold accountable, and ensure follow-through with all stakeholders.
• Champion customer advocacy and experience recovery.
• Analyze trends to uncover root causes and develop actionable recommendations.
• Partner with leadership and operational teams to implement improvements.
• Cross-functional collaboration to remove blockers and accelerate issue resolution.
• Influence without authority to drive accountability across departments.
• Act as the voice of the customer in internal discussions and decision-making.

Qualifications

• 5+ years of experience in customer experience, customer support, or operations (telecommunications environment preferred).
• Proven ability to manage complex customer issues end-to-end.
• Strong interpersonal and communication skills, with advanced de-escalation abilities.
• Experience working cross-functionally in a fast-paced environment.
• Demonstrated ability to take ownership and drive outcomes without direct authority.
• Strong analytical skills with experience interpreting customer data and trends.
• Potential experience in telecommunications, ISP, or technical service environments.
• Familiarity with tools such as CRM platforms, NPS systems, and network monitoring tools (e.g., eero Insights).
• Experience with process improvement methodologies (Lean, Six Sigma, etc.).

Key Competencies

• Ownership Mentality: Takes full responsibility for outcomes.
• Customer Obsession: Deep commitment to improving the customer experience.
• De-escalation & Empathy: Handles high-stress interactions with professionalism and care.
• Influence & Leadership: Drives action across teams without formal authority.
• Analytical Thinking: Uses data signals to identify risks and root causes.
• Communication Excellence: Clear, confident, and transparent with customers and internal teams.

Success Metrics

• Reduction in repeat tickets and repeat calls.
• Decrease in aged ticket volume.
• Improved resolution time for escalated and high-risk cases.
• Increased rNPS/tNPS scores for recovered customers.
• Reduction in negative social media escalations.
• Measurable improvements to processes or systems based on root cause analysis.