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Senior Manager, Escalated Support-Tier 3

3 months ago

Centennial, Colorado, United States RingCentral Full time

Say hello to opportunities.
It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.
RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.
This is where you and your skills come in.
We're currently looking for: The Sr Manager, Escalated Support - Tier 3. Tier 3 Support Manager leads a team of engineers responsible for resolving complex technical issues and customer outages. This role includes managing escalations between customer service and engineering, collaborating with internal teams to ensure efficient issue resolution, and maintaining high-quality service standards. The Tier 3 Support Manager at RingCentral is pivotal in advocating for customers, resolving technical challenges, and driving continuous improvement in support practices.
Job Duties:

  • Leadership and Management:
    • Lead and manage a team of Tier 3 support engineers, ensuring they deliver first-rate partner and customer satisfaction.
    • Oversee day-to-day operations, including resolving technically challenging cases and engaging with Product Engineering.
    • Actively participate in day-to-day work/case assignment, prioritization, and management.
    • Set employee goals and conduct quarterly performance reviews.
    • Manage salary and bonus treatments quarterly and at year-end.
    • Drive team goals and monitor progress toward results.
    • Assist in developing processes for the team.
    • Manage escalations as the point person for high-profile cases requiring a higher level of focus and management.
    • Conduct technical case reviews of aging cases (+20 days) to help engineers with resolution and customer handling.
    • Serve as the technical lead and primary interface on SE escalations.
    • Stay up-to-date on group decisions about current/possible bugs (email, RC411/RC911).
  • Coaching and Training:
    • Provide training to the team on problem-solving, technical skills, and root-cause analysis.
    • Conduct case reviews to accelerate case closure, identify handling issues, and provide feedback.
    • Mentor Tier 3 Support Engineers through case reviews, daily technical advisory meetings, and 1:1 sessions.
    • Ensure team readiness for supporting new products and services.
  • Analysis and Improvement:
    • Identify trends in issue reporting and devise preventive solutions.
    • Measure, maintain, and improve delivery processes to increase efficiency and enhance customer experience.
    • Analyze data from escalations to advocate for customers, inform product and process decisions, and drive long-term customer loyalty.
  • Support and Collaboration:
    • Collaborate with engineering leaders to provide support and analysis for bug reporting.
    • Lead engagement with Product Engineering for issues identified as bugs or requiring Product Engineering assistance.
    • Manage operations incidents in collaboration with the NOC, providing the customer perspective of the incident.
    • Communicate outage details and request examples from lower tiers as necessary.
    • Confirm outage resolution and communicate updates to lower tiers.
    • Manage customer expectations and experience to deliver high customer satisfaction and increase retention and advocacy.
    • Be an internal evangelist for providing excellent quality of service to every RingCentral customer.
    • Manage escalated issues and collaborate with other internal departments to expedite resolution.
    • Regularly achieve and exceed service level agreements and quality/customer satisfaction targets.
  • Operational Excellence:
    • Create, maintain, and improve processes and procedures for diagnosing and resolving customer issues.
    • Participate actively in the team segmentation related to case/work type.
    • Plan staffing requirements and hire skilled team members to meet business goals.
    • Ensure effective team management and deliver on people goals such as employee growth, retention, and satisfaction.

To succeed in this role you must have experience in:

  • Strong technical background and in-depth knowledge of best-in-class support practices.
  • Minimum one 5 years in an engineering role or equivalent experience.
  • Minimum 3 years experience as a people manager.
  • Proven experience in managing Support teams and resolving complex technical issues.
  • Excellent leadership, coaching, and mentoring skills.
  • Strong analytical skills with the ability to identify trends and drive process improvements.
  • Ability to collaborate effectively with engineering leaders and other internal teams.
  • Excellent communication and interpersonal skills.

About RingCentral Customer Support Team: The RingCentral Customer Support Team is dedicated to making customers, engineers, and partners successful by advocating on their behalf, resolving technical issues, and maintaining high-quality service. As a Tier 3 Support Senior Manager of Escalated Support, you will be crucial in ensuring an unparalleled customer experience and outstanding efficiency and efficacy.
What we offer:

  • Comprehensive medical, dental, vision, disability, life insurance
  • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
  • 401K match and ESPP
  • Paid time off and paid sick leave
  • Wellness programs including 1:1 coaching and meditation guidance
  • Paid parental and pregnancy leave and new parent gift boxes
  • Family-forming benefits (IVF, Preservation, Adoption etc.)
  • Emergency backup care (Child/Adult/Pets)
  • Pet insurance and Pet Telehealth
  • Employee Assistance Program (EAP) with counseling sessions available 24/7
  • Free legal services that provide legal advice, document creation and estate planning
  • Employee bonus referral program
  • Student loan refinancing assistance
  • Employee perks and discounts program

RingCentral's Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.
RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video PhoneTM (MVPTM) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.
If you are hired in Colorado, the compensation range for this position is between $74,900.00 and $107,000.00 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more The salary may vary depending on your location, skills, and experience.
This role has an application deadline of (60 days from the date of posting). Please apply prior to the deadline to be considered for the role.