US- Escalation Manager (Customer Support)

Job Summary: 

The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations.  They will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations.  This role requires a builder who can both act as the escalation manager while building out the function within our support team.    

Reporting into the VP, Customer Support 


Key Duties and Responsibilities:

•    Manage high level, high visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and Customers until resolution. 
•    Build out the escalation management function, processes, standards, and templates across the support organization.  
•    Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management. 
•    Create and execute data-driven customer recovery plans for every escalation and incident that is addressed. 
•    Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes. 

Skills and Qualifications: 

•    A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required. 
•    Experience building the escalation management function within a SaaS software environment including cross-functional deliverables and outcomes. 
•    Experience working cross-functionally with support, engineering, product management, customer success and directly with customers to drive successful outcomes. 
•    Ability to communicate effectively at an executive level with customers and internal stakeholders.  
•    Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences. 
•    Bachelor's Degree in Computer Science or Computer Engineering, or related Engineering field.  (Nice to have)