Escalation Manager

Thrive

1d•$50 - $60

About The Position

This position offers you the opportunity to join our rapidly growing organization. We're looking for people with a passion for delivering customer success. As an Escalation Manager, you will flex your leadership, practice self-autonomy and show initiative to optimize both process and delivery around our Managed Service offerings. In this position, the preferred applicant will act as the principal point of contact, managing client concerns and working closely with internal and external stakeholders to ensure outstanding customer service. As an Escalation Manager in the Operations organization, you should have a baseline technical background combined with excellent customer service expertise. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high-quality support, increase client satisfaction, improve relationships and foster positive cultural and behavioral change.

Requirements

Bachelor’s degree in technology, business, communications, or related field plus 3+ years of experience in technology or customer service.
Ability to work in a fast paced, challenging environment with a diverse, global client base
Strong analytical and end-to-end problem identification, management and resolution skills
Strong written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences and explain impact in business terms
Skilled at managing relationships with C-level stakeholders
Available to work outside regular hours, including weekends and holidays, to handle escalations and join the on-call rotation
Ability to download and use critical business applications on your mobile phone (Microsoft Teams, Outlook, etc.)

Responsibilities

Own client technical escalations and coordinate resolution efforts with primary internal and external stakeholders by working cross-functionally to ensure incident ownership, action items and communications are fulfilled
Organize and facilitate calls between multiple parties, managing an active incident bridge and ensuring consistent communication through resolution of ongoing incidents
Ensure process change ideas are implemented and action items are driven toward effective change
Assist with development and management of clear and standard processes, which allow for both efficient and effective process adherence while managing escalations
Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Provide robust post-escalation reporting to ensure there is appropriate visibility into key client issues including escalation statistics, trending analysis, incident status activities and engaged resources
Ability to translate technical information and articulate findings and next steps clearly to all stakeholders
Set proper expectations for all stakeholders on expected outcomes, timelines and communication cadences.
Is willing to work outside regular business hours as required to meet escalation needs
Participate in the team’s weekend and holiday on-call rotation.