Escalation Manager

A company is looking for an Escalation Manager to manage and resolve complex technical issues for customer satisfaction.

Key Responsibilities

Act as the primary point of contact for customer escalations, ensuring timely resolution

Lead cross-functional initiatives to resolve complex issues within high-risk accounts

Analyze trends in escalations to identify systemic issues and recommend improvements

Required Qualifications

5+ years of experience in enterprise technical support, with at least 2 years managing escalations

Proven track record of resolving high-impact customer issues and managing critical incidents

Understanding of SaaS organizational and operational constructs

Knowledge of Lean, Six Sigma, and continuous improvement approaches

Familiarity with support-related tools such as Salesforce Service Cloud and Jira