Senior Support Escalation Manager
3 weeks ago
We're seeking a highly skilled Senior Support Escalation Manager to join our team and help us deliver exceptional customer experiences. As a key member of our Global Customer Success organization, you'll work closely with customers, internal stakeholders, and engineering teams to resolve complex issues and drive operational excellence.
About the Role- Act as a primary contact for customers, understanding their issues and improving their experiences independently.
- Maintain and develop relationships with internal and external teams to resolve customer issues.
- Mentor others on the Support Escalation Management team.
- Participate in strategic projects to improve resolution times, customer satisfaction, and support experience.
- Identify trends across internal postmortems and suggest resources to drive opportunities within the team and across stakeholder groups.
- 7+ years of experience in the technology industry, customer service, or a related field.
- Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals) and/or project management experience.
- Expertise in building compelling relationships and driving operational health and resiliency on customer platforms.
- A competitive salary range of $94,600 - $183,800 per year, with a different range applicable to specific work locations.
- A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
- The opportunity to work with a diverse, thriving community and grow your career within Microsoft.
Apply by August 5, 2024, and join our team of passionate professionals dedicated to delivering exceptional customer experiences. Microsoft is an equal opportunity employer and welcomes applications from qualified candidates regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
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