Global Support Leadership Position

4 days ago

Australia beBeeEscalation Full time $100,000 - $120,000

Job Opportunity

The Senior Escalation Manager role requires exceptional leadership skills, strong communication abilities, and problem-solving strategies to ensure timely resolution of complex customer issues across various workforce management solutions.

Main Responsibilities:

  • Managing escalated customer engagements, setting clear expectations, and leading communication with clients, internal teams, and executives.
  • Defining key issues, establishing resolution plans, and maintaining detailed updates to ensure efficient issue resolution.
  • Leading customer and internal meetings, providing clear agendas, summaries, and progress reports to keep stakeholders informed.
  • Coordinating resources across technical, engineering, and support teams, influencing without direct authority to drive successful outcomes.
  • Acting as a customer advocate with Engineering and other internal stakeholders to ensure effective communication and issue resolution.
  • Maintaining consistent and proactive communication until issues are resolved and customers return to standard support.
  • Providing after-hours or holiday coverage as needed to ensure seamless service delivery.

Requirements:

  • At least 3 years of direct customer management or account support experience.
  • Exceptional written and verbal communication skills in English. Additional languages are an asset.
  • Strong organizational skills with attention to detail in fast-paced, high-pressure situations.
  • Able to manage multiple complex accounts simultaneously, adapting to varied challenges.
  • Proven problem-solving and diplomacy skills with flexibility to handle structured and unconventional scenarios.

Preferred Qualifications:

  • Experience with enterprise SaaS solutions and/or Atlassian products (Jira, Confluence).

Benefits:

This role offers opportunities for growth and development in a dynamic work environment.

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