Manager, Escalation Management

Responsibilities

• Lead a global Escalation Management team in a 24x7x365 SaaS environment
• Recruit, develop, and train team members to enhance Escalation Manager skills
• Strategically navigate and resolve complex customer situations
• Utilize data-driven metrics to enhance operational quality and efficiency
• Foster relationships with product and engineering teams for effective escalation engagement
• Evaluate and improve processes and team skills for enhanced service delivery
• Design and implement new processes and automation for scalability

Qualifications

• B.S. or M.S. degree in Computer Science, Management Information Systems, or a related field
• 6+ years of technical support and service management experience, including 2+ years in a supervisory role
• 3+ years managing escalations or incidents in a customer-facing capacity
• Experience in enterprise support within a complex web-based service environment
• Strong analytical, communication, and problem-solving skills

Benefits

• Opportunities for professional development and career advancement
• Supportive work culture promoting teamwork and collaboration
• Access to advanced technology and innovative projects
• Dynamic and fast-paced work environment at a rapidly growing company
• Chance to make a significant impact through leadership in Escalation Management

Pay

$120,000 – $150,000 annually

Schedule

Remote - US based candidates only, no visa sponsorship available