Job details

Escalations Manager

Position Overview: The Escalation Manager will play a critical role in company's support team, acting as a central point for managing and resolving escalated customer issues. This individual will ensure high-priority cases are addressed promptly, driving resolution while improving customer satisfaction and maintaining service-level agreements (SLAs). The Escalation Manager will also collaborate with cross-functional teams to identify systemic issues and implement corrective actions.

Key Responsibilities:

Escalation Management:

Act as the primary point of contact for escalated customer issues, ensuring they are addressed swiftly and effectively.
Monitor and manage the escalation process, ensuring timely responses and resolution within agreed SLAs.
Communicate escalation progress and outcomes to stakeholders, including customers, internal teams, and management.

Customer Advocacy:

Advocate for customers by understanding their needs, concerns, and priorities.
Provide clear and professional communication to customers throughout the escalation process.
Ensure customers feel supported and valued during challenging situations.

Collaboration and Coordination:

Work closely with support teams, field teams, and other departments to resolve complex issues.
Facilitate cross-departmental collaboration to identify root causes and implement long-term solutions.
Escalate issues further within the organization when necessary, ensuring appropriate resources are allocated.

Qualifications:

Experience:

5+ years of experience in a customer support or technical support role, with at least 2 years in an escalation or team leadership position.
Experience in the managed service provider (MSP) industry or supporting network environments is a strong plus.

Technical Skills:

Familiarity with networking concepts, including wireless access points, switching, firewalls, and related technologies.
Experience with ticketing systems and CRM tools (e.g., Salesforce, Zendesk).

Soft Skills:

Excellent problem-solving and analytical skills.
Strong verbal and written communication skills, with the ability to simplify complex technical issues.
Exceptional interpersonal skills, with the ability to manage challenging customer interactions effectively.

Other Qualifications:

Strong organizational and multitasking abilities.
A customer-focused mindset with a passion for delivering excellent service.
Ability to remain calm under pressure and manage multiple escalations simultaneously.

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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What You Should Know About Escalations Manager, Staff4Me

As an Escalations Manager at our dynamic company, you’ll be stepping into a pivotal role within our support team, becoming the hero who tackles escalated customer issues head-on. In this role, your mission is to ensure that high-priority cases are dealt with swiftly, driving resolutions that leave our customers smiling. You will be the go-to person for addressing complex challenges, making sure we not only meet but exceed service-level agreements (SLAs). Collaborating closely with various teams, you’ll dig deep to identify and tackle systemic issues, ready to implement lasting solutions that truly improve our support. Imagine the satisfaction of advocating for our customers, understanding their unique needs, and ensuring they feel valued and supported throughout the escalation process. With over five years of experience in customer support or technical support, particularly in an escalation role, you’ll shine in this position. Your technical know-how around networking concepts and familiarity with CRM tools like Salesforce or Zendesk will be key assets. If you have a knack for problem-solving, strong communication skills, and the ability to manage stress, we want to hear from you! Let’s work together to enhance our customer support journey and create impactful solutions together. Join us as we continue to build a supportive, customer-focused environment that encourages collaboration and success.

Frequently Asked Questions (FAQs) for Escalations Manager Role at Staff4Me

What responsibilities does the Escalations Manager at our company handle?

The Escalations Manager at our company is responsible for acting as the primary point of contact for escalated customer issues, ensuring that they are addressed in a timely and effective manner. This includes managing the escalation process, communicating updates to customers and internal teams, and advocating for customer needs throughout the resolution process.