Customer Escalation Manager

The Escalation Manager will be responsible for managing and resolving complex customer issues that have been escalated from the frontline support team and customers directly. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.

Manage Escalations: Take ownership of customer issues that have been escalated, ensuring timely and effective resolution.

Customer Communication: Work with Management to provide customer containment to ensure customer satisfaction by providing timely and accurate responses to customers addressing their concerns.

Root Cause Analysis: Conduct thorough investigations to identify the root cause of escalated issues and work with relevant teams to implement corrective actions. Identify trends across internal postmortems and suggest resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.

Cross-Functional Collaboration: Work with various teams including frontline support, Customer Experience Team, IT and senior management to identify root causes and implement solutions. Act on or play a key role in strategic projects designed by providing input to improve resolution times, customer satisfaction, and support experience.

Process Improvement: Identify trends and recurring issues to recommend and implement improvements in processes and policies. (work in collaboration with the Process Analyst Team).

Stakeholder Collaboration: Work closely with customer support teams to ensure escalated issues are resolved effectively and customers are communicated too.

Reporting and documentation: Maintain detailed records of escalations and resolutions and prepare regular reports for management.

Training and Mentoring: Provide guidance and identify gaps in training and enablement to enhance employees problem-solving skills and reduce the number of escalations. (work in collaboration with Enablement Team).

Experience Required:

Minimum of 5 years of experience in customer support or a related field, with at least 2 years in a supervisory or escalation management role.

Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.

Strong analytical and problem-solving abilities, with a track record of successfully resolving complex issues.

A customer-centric approach with a strong commitment to delivering exceptional service.

Proven ability to work collaboratively with cross-functional teams to achieve common goals.

Strong leadership and mentoring skills, with the ability to inspire and guide team members.

Proficiency in using customer support software and tools, with a good understanding of the company's processes, policies and procedures.

Experience with root cause analysis and process improvement.