Support Escalation Management

About Our Client

The organization operates within the technology industry, focusing on accelerating customer outcomes and business growth by uniting diverse teams such as product, engineering, marketing, sales, and customer success. It addresses the challenge of delivering seamless and AI-powered customer experiences, helping customers resolve issues quickly and securely while preventing future problems. The Customer Service & Support (CSS) division enhances trust through efficient support, serving consumers, businesses, and partners to maximize their investment in technology.

About the Opportunity

The Support Escalation Management role serves as a primary contact for account-aligned customers, independently managing escalated issues to improve customer experiences. This position is responsible for coordinating between internal and external teams to resolve customer incidents, maintaining clear communication regarding issue status, and identifying systemic problems to enhance support processes. The role significantly contributes to sustaining customer trust and satisfaction by ensuring timely and effective resolution of issues.

Responsibilities

• Own escalated customer issues and manage incidents to identify and remove barriers or escalate when necessary
• Engage with engineering and operations teams to involve the appropriate resources
• Follow established protocols to ensure effective resolution of customer issues
• Manage customer and internal stakeholder expectations regarding issue response and resolution
• Maintain and develop relationships with internal teams, partners, and senior leadership
• Provide status updates to customers and stakeholders through various communication channels
• Contribute feedback and best practices to improve customer support experience
• Participate in postmortem discussions and summarize case outcomes
• Identify and document systematic issues and process improvements
• Escalate sensitive issues to senior escalation managers as needed
• Embody the organization's culture and values

Requirements

• Master's degree in technology, business, or related field with at least 1 year of relevant experience, or
• Bachelor's degree in technology, business, or related field with at least 2 years of relevant experience, or
• Minimum 5 years of relevant experience in technology industry or customer service
• Ability to meet security screening requirements, including background checks and citizenship verification for government-related roles