Escalation Manager
virtual vocationsDenver, CO
Escalation Manager
L5
virtual vocationsDenver, COtoday
Occupations
Computer Systems AnalystsComputer and Information Systems ManagersFirst-Line Supervisors of Office and Administrative Support WorkersActing as the primary point of contact for customer support case escalations, the full-time Escalation Manager will manage and resolve complex technical issues, facilitate high-priority incidents, and maintain communication with customers and internal teams in a remote environment.
Key Responsibilities:
Ensure timely and satisfactory resolution of customer support case escalations
Lead cross-functional initiatives to address complex issues within high-risk accounts
Analyze trends in escalations to identify systemic issues and recommend improvements
Required Qualifications:
5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations
Proven track record of resolving high-impact customer issues and managing critical incidents
Exceptional communication skills, particularly with executive-level management
Understanding of SaaS organizational constructs including Product, Engineering, and Support
Familiarity with support-related tools such as Salesforce Service Cloud and Jira
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Level
SeniorL5
Location
Denver, CO
Occupation
Computer Systems Analysts
Industry
Custom Computer Programming Services
Posted
today
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