Escalation Manager - Global Customer Support

The Escalation Manager in Customer Support is a pivotal rolefocused on handling critical situations for the customers that require a higherlevel of attention and expertise. The Escalation Manager's primaryresponsibility is to provide immediate assistance for urgent customer concerns,acting as a bridge between the support team, customer, and various Cornerstonestakeholders . This individual will oversee theescalation triage process and work collaboratively with various internal teamsto address and resolve complex customer support situations.

In this role you will...

• Manage critical situations from initial contact through resolution, ensuring a high level of customer satisfaction and experience.
• Act as a point of escalation for support team members when they encounter complex or sensitive customer issues that require a higher level of intervention.
• Collaborate with the technical support, product, and engineering teams to coordinate the appropriate resources necessary to resolve escalated problems.
• Provide regular updates to customers as well as internal executive leadership on the status of their issues, maintaining transparency and building trust through proactive communication.
• From time to time, manage support health of strategic accounts to contribute towards customer retention and upsell opportunities.
• Analyze patterns and trends in escalations to recognize systemic issues and collaborate with the relevant departments to implement long-term solutions.
• Document all aspects of the escalation process, including customer interactions, steps taken towards resolution, and lessons learned post-resolution.
• In the spirit of continuous process improvement share feedback to all relevant internal teams with lessons learned after the Critical Escalation is closed.
• Represent the voice of the customer within the organization, providing insights and feedback to help shape product improvements and customer support enhancements.
• Provide coaching and training to customer support staff on escalation procedures and best practices for handling difficult customer situations.

• Bachelor's degree or equivalent practical experience in a related field.
• Experience in customer service, support, or a similar role with a track record of effectively handling escalations.
• Strong leadership skills and the ability to make quick decisions in high-pressure situations.
• Exceptional communication and interpersonal skills, capable of engaging with customers and internal teams at all levels.
• Excellent analytical and problem-solving skills, with the ability to think strategically about customer issues and the overall impact on the business.
• Experience coordinating cross-functional efforts to resolve complex issues in a timely manner.
• Knowledge of customer support technologies, CRM systems, and support ticketing platforms.
• Familiarity with technical concepts such as AWS, REST/SOAP APIs, DB Query executions etc. Splunk log analysis etc.
• A customer-oriented mindset with a passion for delivering exceptional customer experiences.
• Project Management skills coupled with a high velocity execution style.
• A sense of urgency and persistence coupled with a calm and empathetic demeanor.
• Proven ability to influence stakeholders from various teams including customer teams, build consensus and deploy win-win solutions to address critical problems.
• The Escalation Manager - Customer Support is essential in managing customer expectations, reducing churn, and ensuring the highest quality of support during critical times.
• This role demands excellent judgement, strong customer advocacy, and the ability to maintain grace under pressure while navigating the challenges of complex support situations.