Customer Service Escalation Manager

The Customer Service Escalation Manager will act as an escalation contact for on-call Support Engineers, working closely with Support management and Platform team members to resolve issues promptly. Responsibilities include coordinating incident reviews, communicating actions, and providing feedback for process improvement. The role also involves monitoring ticket accuracy, ensuring procedure compliance, and providing work logs and summaries to team leads.

Key Responsibilities:

• Monitor Tier2 case queues and ensure escalated cases meet SLAs.
• Serve as the escalation contact for technical issues.
• Manage service incidents and direct troubleshooting activities.
• Drive communication updates during the resolution process.
• Facilitate customer RCA generation and distribution.
• Generate service incident metrics and identify trends.
• Maintain and update service incident procedures.

Qualifications:

• 3-5 years of experience in a similar role.
• Strong problem-solving and communication skills.
• Experience with incident management and SLA compliance.

Our Offer:

• 100% remote work.
• MultiSport Plus.
• Group insurance.
• Medicover Premium healthcare.
• Access to an e-learning platform.