Escalation Manager

Role : Escalation Manager

Experience Range: 9-14 Years

Location: Bangalore/Gurgaon

Availability: Immediate

About Role

Escalation Manager's primary responsibility is to manage and resolve escalated customer issues, ensuring efficient and effective resolutions. You will work with stakeholders across all levels of the organization, track progress, document and communicate updates to ensure customer satisfaction and improve processes.

Key Responsibilities and Tasks:

Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis.

Act as a bridge between customers, support teams, and other stakeholders (product, engineering, etc.). This means you will need to have technical understanding of the issue and also have the ability to effectively communicate it to non-technical stakeholders.

Ability to lead investigations for major incidents keeping all the stakeholders updated as necessary.

You will build strong working relationships with these key stakeholders across various technical and non-technical teams to ensure efficient collaboration and driving down resolution times. Leading, driving and managing incident review meetings focused on critical / major escalations with senior leadership.

You will follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases while identifying areas for improvement in the escalation process and implementing changes to enhance efficiency.

Investigate the underlying causes of escalated issues and work towards permanent solutions.

Monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process to ensure support continues to provide the best internal and customer experience possible for escalated incidents.

Provide training and support to team members on tools used, escalation procedures and processes.

Skills and Qualifications:

7+ years of experience handling customer escalations or working in a customer-facing support role in fast paced software/technology environments.

Ability to communicate effectively with customers and other stakeholders (both technical and non-technical) and be able to cultivate strong working relationships cross-functionally to drive effective teamwork and communication.

Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.

Ability to identify root causes, analyse issues, and develop solutions.

Ability to manage multiple tasks and prioritize work effectively.

Be able to technically understand products and services supported

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