Support Escalation Manager

Microsoft; Vancouver; On-site; CAD 121,000 - 220,000; Full time

Job summary

An established industry player is seeking a skilled professional to enhance customer experiences and drive strategic initiatives. In this pivotal role, you will manage customer resolutions, collaborate with internal teams, and improve processes to ensure satisfaction. Your expertise in stakeholder management and incident resolution will be crucial in fostering positive relationships and mentoring others. Join a forward-thinking company that values innovation and inclusivity, offering a competitive salary and opportunities for growth. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Qualifications

• 9+ years of experience in technology or customer service.
• Prior incident and escalation management experience.

Responsibilities

• Act as primary contact for customer issues and improve experiences.
• Collaborate with engineering and operations teams for issue resolution.

Skills

Customer Service

Incident Management

Stakeholder Management

Process Improvement

Education

Bachelor's Degree

Master's Degree

Tools

Microsoft Products

Cloud Technology Certifications

Job description

Responsibilities (Text Only)

• Customer Resolution: Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others on the Support Escalation Management team. Acts as a key member of projects to drive strategic initiatives.
  • Supports inter-regional, cross-regional, cross-group, or account team initiatives by gathering feedback and identifying resources to enhance the customer support experience for specific regions or customer groups. Models best practices to support the customer experience.
  • Provides status updates to customers and internal stakeholders through various communication channels regarding issues, following documented processes.
  • Plays a key role in strategic projects aimed at improving resolution times, customer satisfaction, and support experience.
  • Identifies trends from postmortems and suggests resources to address recurring issues within the team and stakeholder groups.
• Collaboration: Works with engineering and operations teams to identify appropriate resources. Acts as a subject matter expert to ensure the right groups are engaged for issue resolution.
  • Owns escalated issues and manages account-aligned customer incidents to remove barriers.
  • Ensures processes do not hinder issue resolution and participates in process improvement efforts.
  • Mentors team members on handling complex cases.
• Communication: Manages customer and field expectations around issue response. Ensures stakeholders are informed of status and resolution updates.
  • Communicates proactively with internal teams and senior leadership, providing solutions for complex issues.
• Process Improvement: Identifies systemic issues and participates in projects to enhance processes.
  • Creates executive summaries on customer issues and impacts, and supports strategies to address patterns.
• Vendor Relationships: Participates in managing relationships with outsourced vendors to resolve issues and foster positive changes.
• Other: Embodies our Culture and Values.

Qualifications (Text Only)

• Required Qualifications:
  • 9+ years of experience in technology, customer service, or related fields, or a combination of a Bachelor's Degree and relevant experience, or a Master's Degree with less experience, or equivalent experience.
  • Prior incident and escalation management experience.
  • Proficient in C-level stakeholder management.
  • Ability to meet security screening requirements, including Microsoft Cloud Background Check.
• Preferred Qualifications:
  • 12+ years of experience, or a combination of Bachelor's or Master's degrees with additional experience.
  • Project management experience.
  • Experience with Microsoft products and services.
  • Cloud Technology Certifications (Azure Fundamentals, M365 Fundamentals).

The typical base pay range in Canada is CAD $121,800 - CAD $219,100 per year. Applications are accepted until May 23rd, 2025. Microsoft is an equal opportunity employer and provides accommodations for applicants with disabilities.