Support Escalation Manager

Support Escalation Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future. The GetHelp Support Escalation Manager is responsible for handling customer/partner escalations that come to the team through various internal channels.

These escalations are some of our most challenging and difficult customer issues and will at times require dealing with highly sensitive customers and situations. Support Escalation Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving. Advocate - a person who pleads on someone else's behalf.

Facilitate - make (an action or process) easy or easier. Liaison - communication or cooperation which facilitates a close working relationship between people or organizations. Escalate - to raise an issue to a higher level in support or management.

Empathy - the ability to understand and share the feelings of another. Customer Resolution Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborate with various internal and external teams to resolve customer issues.

Communicate with customers to understand their issue and improve their experience. Provides status updates to customers on moderate to highly complex issues over the phone or through email regarding issues following documented process. Collaboration Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues.

Owns escalated issues and manages customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.

Communication Coordinate and drive the connections between the internal submitter and support teams to manage customer and field expectations around response and resolution. Communicates and influences internally to improve resolution times, customer satisfactions, and increase efficiency.

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience 6+ years customer service, technology industry, or related experience.

Business English written and Fluent verbal communication skills. English Language Level C1 as per CEFR (equals to the assessment level per the locations like IELTS 8, or CET 6 or above). Other languages may be required depending on location and area to be supported.

Excellent judgment, decision making skills, and the ability to work under continual deadline pressure. Ability to identify short term mitigation and propose options for longer term resolution. Ability to manage and work within ambiguity to reach a successful outcome.

Ability to influence and build relationships in an international environment. Collaborative team player with strong stakeholder management skills. Strong prioritization and time management.

Excellent at multi-tasking & task prioritization.