Crisis Resolution Specialist
4 days ago
Critical escalation managers play a pivotal role in ensuring customer satisfaction by effectively resolving critical situations.
Key to this role is the ability to lead resolution of critical customer situations from initiation to closure, while maintaining clear and open communication with customers. This includes coordinating cross-functional teams to deliver timely and effective solutions.
Post-escalation reviews are conducted to identify root causes and improvement areas. This involves analyzing programme or project management experience in complex environments, as well as strong communication and negotiation skills.
The ideal candidate will have a track record of working across multiple functions in software or SaaS environments.
What You'll Love About This Opportunity
- Opportunity to grow your career while making a real difference
- Collaborative style with the ability to influence without direct authority
- Customer-first mindset with the confidence to act as a trusted advocate
Benefits of Working With Us
- Inclusive, safe, and welcoming environment
- Focus on learning with opportunities to grow
- Giving culture with benefits such as volunteer leave
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