Escalation Manager

2 weeks ago

Sydney, Australia Hatch Full time

** This role is at MongoDB (not for Hatch)**

Hatch is supporting MongoDB to find a great Escalation Manager to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like MongoDB.

**About the role at MongoDB**

**Seniority**

**Mid Level** - A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.

**Responsibilities**
- Customer Support Team Training - Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
- Customer Support Technology Management - Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
- Customer Support Team Enablement - Collect and analyze customer data to optimize the workflows, operating procedures, and resources to enable support teams

**Strengths**
- Problem solving - Identifies problems and develops logical solutions that address the problems
- Collaboration - Works with others by being open, clear in communication and listening to achieve goals
- Prioritization - Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like MongoDB.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $80,000.00 - $120,000.00 per year

Work Location: One location

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