Senior Support Escalation Manager

2 weeks ago


Sydney, New South Wales, Australia Microsoft Full time

About this role

We're looking for a highly skilled Senior Support Escalation Manager to join our team at Microsoft. As a key member of our Customer Service & Success organization, you will be responsible for managing escalated customer and partner issues, developing relationships with internal and external teams, and mentoring others on Support Escalation Management.

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.
  • Mentor others on Support Escalation Management team.
  • Act as a key member of projects to drive key strategic initiatives.
  • Provide status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
  • 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.

Requirements

This role requires a strong understanding of customer service and support principles, excellent communication and problem-solving skills, and the ability to work independently and as part of a team. You should have a passion for delivering customer success and be able to translate technical solutions into business language. Additionally, you should be able to work up to 50% from home.



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