Support Escalation Manager

2 weeks ago

Sydney, New South Wales, Australia Microsoft Full time
Job Title: Senior Support Escalation Manager

At Microsoft, we are committed to empowering every person and organization on the planet to achieve more. As a Senior Support Escalation Manager, you will play a critical role in delivering exceptional customer experiences and driving business outcomes for our customers.

Key Responsibilities:
  • Act as a primary contact to understand issues and improve the experiences of account-aligned customers independently.
  • Maintain and develop relationships with various internal and external teams to resolve customer issues.
  • Collaborate with engineering teams and/or operations teams to identify the right resource and ensure the right groups are engaged to resolve customer issues.
  • Manage customer and field expectations around issue response and represent the company independently.
  • Identify systematic issues and process breakdowns and participate in projects or workgroups to improve systematic issues and internal processes.
Requirements:
  • Strong problem-solving, collaboration, and orchestration skills.
  • Ability to translate technical solutions into business language.
  • Excellent communication and influencing skills.
  • Experience in customer support or a related field.
What We Offer:
  • A dynamic and supportive work environment.
  • Opportunities for career growth and development.
  • A competitive salary and benefits package.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer experiences and driving business outcomes, we encourage you to apply for this exciting opportunity.

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