Tech Stack

Description

You will own and drive the resolution of escalated customer issues, coordinating cross-functionally with support and engineering teams. You'll lead crisis management, maintain transparent communication, and analyze data to improve processes. This role requires off-hours duties and a strong customer-first mindset.

Requirements

• 8+ years in technical customer-facing role with escalation management
• Proven leadership in cross-functional teams
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills under pressure
• Solid technical understanding of software products and APIs

Responsibilities

• Own and drive resolution of escalated customer issues
• Coordinate cross-functional teams for swift solutions
• Maintain transparent communication and status reports
• Prepare weekly, monthly, and quarterly performance reports
• Lead root cause analysis and integrate lessons learned