Escalation Program Manager, Customer Support - Remote

Overview

The Escalation Program Manager in the Customer Experience organization is responsible for developing and implementing strategies to identify and resolve global support escalations, driving operational excellence and improving customer experience.

In Short

• Lead and manage programs focused on resolving customer support escalations.
• Identify root causes and implement preventative actions.
• Drive initiatives to enhance customer experience and team productivity.
• Utilize analytical skills to define metrics and analyze escalation trends.
• Serve as a CX ambassador and advocate for customer needs.
• Collaborate with internal and external stakeholders globally.
• Equip support associates with knowledge and tools for resolution.
• Track and report on escalated cases for timely resolution.
• Demonstrate high proficiency in Salesforce for case management.
• Experience in process improvement and automation.

Requirements

• Exceptional English communication skills, both written and verbal.
• Proven experience in customer support operations and escalation management.
• Strong project management and analytical skills.
• Ability to develop and implement preventative actions.
• Experience in process improvement and workflow optimization.
• Ability to articulate complex information clearly to a global audience.
• Experience taking ownership of high-priority escalations.

Benefits

• Opportunity to work in a dynamic and passionate team.
• Engagement with a global workforce dedicated to excellence.
• Impact on improving customer experience and support processes.