Escalation Manager

Escalation Manager - Global Customer Support

Job Description:

TheEscalation Manager in Customer Support is a pivotal role focused on handlingcritical situations for the customers that require a higher level of attentionand expertise. The Escalation Manager's primary responsibility is to provideimmediate assistance for urgent customer concerns, acting as a bridge betweenthe support team, customer, and various Cornerstone stakeholders . Thisindividual will oversee the escalation triage process and work collaborativelywith various internal teams to address and resolve complex customer supportsituations.

In this role you will..

• Manage critical situations from initial contactthrough resolution, ensuring a high level of customer satisfaction andexperience.
• Act as a point of escalation for support teammembers when they encounter complex or sensitive customer issues that require ahigher level of intervention.
• Collaborate with the technical support,product, and engineering teams to coordinate the appropriate resourcesnecessary to resolve escalated problems.
• Provide regular updates to customers as wellas internal executive leadership on the status of their issues, maintainingtransparency and building trust through proactive communication.
• From time to time, manage support health ofstrategic accounts to contribute towards customer retention and upsellopportunities.
• Analyze patterns and trends in escalations torecognize systemic issues and collaborate with the relevant departments toimplement long-term solutions.
• Document all aspects of the escalationprocess, including customer interactions, steps taken towards resolution, and lessonslearned post-resolution.
• In the spirit of continuous processimprovement share feedback to all relevant internal teams with lessons learnedafter the Critical Escalation is closed.
• Represent the voice of the customer within theorganization, providing insights and feedback to help shape productimprovements and customer support enhancements.
• Provide coaching and training to customersupport staff on escalation procedures and best practices for handlingdifficult customer situations.

• Bachelor's degree or equivalent practicalexperience in a related field.
• 7 Years Experience in customer service, support, or asimilar role with a track record of effectively handling escalations.
• Strong leadership skills and the ability tomake quick decisions in high-pressure situations.
• Exceptional communication and interpersonalskills, capable of engaging with customers and internal teams at all levels.
• Excellent analytical and problem-solvingskills, with the ability to think strategically about customer issues and theoverall impact on the business.
• Experience coordinating cross-functionalefforts to resolve complex issues in a timely manner.
• Knowledge of customer support technologies,CRM systems, and support ticketing platforms.
• Familiarity with technical concepts such asAWS, REST/SOAP APIs, DB Query executions etc. Splunk log analysis etc.
• A customer-oriented mindset with a passion fordelivering exceptional customer experiences.
• Project Management skills coupled with a highvelocity execution style.
• A sense of urgency and persistence coupledwith a calm and empathetic demeanor.
• Proven ability to influence stakeholders fromvarious teams including customer teams, build consensus and deploy win-winsolutions to address critical problems.
• The Escalation Manager - Customer Support isessential in managing customer expectations, reducing churn, and ensuring thehighest quality of support during critical times.
• This role demands excellentjudgement, strong customer advocacy, and the ability to maintain grace underpressure while navigating the challenges of complex support situations.