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Escalation Manager
4 months ago
Escalation Manager - Global Customer Support
Job Description :
The Escalation Manager in Customer Support is a pivotal role focused on handling critical situations for the customers that require a higher level of attention and expertise. The Escalation Manager's primary responsibility is to provide immediate assistance for urgent customer concerns, acting as a bridge between the support team, customer, and various Cornerstone stakeholders. This individual will oversee the escalation triage process and work collaboratively with various internal teams to address and resolve complex customer support situations.
Key Responsibilities :
- Manage critical situations from initial contact through resolution, ensuring a high level of customer satisfaction and experience.
- Act as a point of escalation for support team members when they encounter complex or sensitive customer issues that require a higher level of intervention.
- Collaborate with the technical support, product, and engineering teams to coordinate the appropriate resources necessary to resolve escalated problems.
- Provide regular updates to customers as well as internal executive leadership on the status of their issues, maintaining transparency and building trust through proactive communication.
- From time to time, manage support health of strategic accounts to contribute towards customer retention and upsell opportunities.
- Analyze patterns and trends in escalations to recognize systemic issues and collaborate with the relevant departments to implement long-term solutions.
- Document all aspects of the escalation process, including customer interactions, steps taken towards resolution, and lessons learned post-resolution.
- In the spirit of continuous process improvement share feedback to all relevant internal teams with lessons learned after the Critical Escalation is closed.
- Represent the voice of the customer within the organization, providing insights and feedback to help shape product improvements and customer support enhancements.
- Provide coaching and training to customer support staff on escalation procedures and best practices for handling difficult customer and Qualifications :
- Bachelor's degree or equivalent practical experience in a related field.
- Experience in customer service, support, or a similar role with a track record of effectively handling escalations.
- Strong leadership skills and the ability to make quick decisions in high-pressure situations.
- Exceptional communication and interpersonal skills, capable of engaging with customers and internal teams at all levels.
- Excellent analytical and problem-solving skills, with the ability to think strategically about customer issues and the overall impact on the business.
- Experience coordinating cross-functional efforts to resolve complex issues in a timely manner.
- Knowledge of customer support technologies, CRM systems, and support ticketing platforms.
- Familiarity with technical concepts such as AWS, REST/SOAP APIs, DB Query executions etc. Splunk log analysis etc.
- A customer-oriented mindset with a passion for delivering exceptional customer experiences.
- Project Management skills coupled with a high velocity execution style.
- A sense of urgency and persistence coupled with a calm and empathetic demeanor.
- Proven ability to influence stakeholders from various teams including customer teams, build consensus and deploy win-win solutions to address critical problems.
- The Escalation Manager - Customer Support is essential in managing customer expectations, reducing churn, and ensuring the highest quality of support during critical times. This role demands excellent judgement, strong customer advocacy, and the ability to maintain grace under pressure while navigating the challenges of complex support situations.
