Description

You will manage high-priority escalations, acting as the single point of contact for customers and internal stakeholders. You'll collaborate with cross-functional teams to drive resolution and improve processes, ensuring a best-in-class experience for escalated customers.

Requirements

• Exemplary executive-level communication skills
• Track record of managing high-priority escalations and projects
• Creative problem solver with passion for superb service
• Customer devotion and ability to drive successful outcomes
• Experience in global technical support or similar role

Responsibilities

• Manage escalation lifecycle as single point of contact for customers and internal stakeholders
• Build cross-functional relationships with Customer Success, Engineering, Product, and Sales
• Develop post-escalation processes like post-mortems and trend evaluation
• Establish and maintain escalation SOPs and best practices
• Build and monitor escalation KPIs and reporting