Job Description
📋 Description Lead Escalation Management team 24x7x365 SaaS env. Responsible for hiring, development, and skills management of Escalation Managers. Build/maintain proactive and reactive business processes for escalations. Collaborate with product/engineering for knowledge & feature readiness. Deliver data-driven insights to improve quality and efficiency. Report updates to stakeholders, including C-level when applicable. 🎯 Requirements B.S. or M.S. in CS, MIS or equivalent. 6+ years in technical support/service management; 2+ years in leadership. 3+ years in customer-facing role managing escalations or incidents. Experience in large, enterprise-scale web-based service environments. Strong analytical, communication, and negotiation skills. Customer-first mindset; ability to drive cross-functional solutions. 🎁 Benefits
