Escalations ManagerVirtualVocations • Guaynabo, Puerto Rico, United States
Escalations Manager
VirtualVocations • Guaynabo, Puerto Rico, United States
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]
A company is looking for an Escalations Manager to join their Global Support Organization on the West Coast.
Key Responsibilities
Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
Manage communications to customers and internal executive teams during product incidents
Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts
Required Qualifications
5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations
Proven track record of managing critical incidents and resolving high-impact customer issues
Understanding of SaaS organizational and operational constructs including Product, Engineering, and Support
Strong data-driven decision-making skills and process-oriented mindset
Familiarity with support-related tools such as Salesforce Service Cloud and Jira
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Manager Manager • Guaynabo, Puerto Rico, United States
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