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Escalation Manager
VirtualVocationsRockford, Illinois, United Statesjob_description.job_card.30_days_ago
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- serp_jobs.job_card.full_time
job_description.job_card.job_description
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
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Manager • Rockford, Illinois, United States
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