Support Escalation Manager

Microsoft; Vancouver; Remote; CAD 121,000 - 220,000; Full time

Job summary

A leading company is seeking a Support Escalation Manager to enhance customer experiences and manage escalated issues. This role involves collaboration with internal teams and C-level stakeholders, focusing on process improvements. The position offers flexibility to work from home and requires extensive experience in customer service and technology.

Qualifications

• 9+ years in technology, customer service, or related fields.
• Experience managing incidents and escalations.

Responsibilities

• Serve as the primary contact for improving customer experiences.
• Work with engineering teams to manage escalated issues.
• Identify systemic issues and enhance processes.

Skills

Customer Service

Problem Solving

Collaboration

Communication

Tools

Microsoft Products

Cloud Certifications

Job description

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Within the Customer Experience & Success (CE&S) organization, the Customer Service & Support (CSS) team builds trust and confidence by delivering seamless support experiences. We help customers resolve issues quickly, prevent future problems, and optimize their Microsoft investments.

Our Service Manager will act as a Chief Operating Officer within the account, engaging strategically to support and improve the customer’s reactive support landscape and operational health. You will work with some of the largest organizations, public sector agencies, and nonprofits using Microsoft technologies to modernize their operations.

We foster an environment where you can excel and develop your career, with opportunities to connect with a diverse community that supports your growth.

Weekend on-call/on-standby may be required, typically one weekend in six, according to local policies.

We seek individuals passionate about customer success. As a Senior Support Escalation Manager, you will manage escalated customer and partner issues, accelerating your career, sharpening problem-solving and collaboration skills, and deepening relationship management expertise.

This role offers flexibility to work up to 100% from home.

Microsoft’s mission is to empower every person and organization to achieve more. We value respect, integrity, and accountability, fostering an inclusive culture where everyone can thrive.

Responsibilities

1. Customer Resolution: Serve as the primary contact for understanding and improving account-specific customer experiences. Build relationships with internal and external teams to resolve issues, mentor team members, and drive strategic initiatives.
2. Collaboration: Work with engineering and operations teams to identify resources, manage escalated issues, and ensure process improvements. Mentor team members on handling complex cases.
3. Communication: Manage customer and internal expectations, keep stakeholders informed, and influence faster resolutions. Build relationships with internal teams and senior leadership, providing solutions for complex issues.
4. Process Improvement: Identify systemic issues, participate in projects to enhance processes, and create summaries on customer issues and trends. Foster positive vendor relationships.

Qualifications

Required

• 9+ years in technology, customer service, or related fields, or equivalent experience
• Experience managing incidents and escalations
• Proficiency in C-level stakeholder management

Additional/Preferred

• 12+ years in relevant fields or equivalent experience
• Project management experience
• Experience with Microsoft products and services
• Cloud certifications (Azure Fundamentals, M365 Fundamentals)

Role is supported by a pay range of CAD $121,800 - $219,100 annually across Canada. Find more pay info here.

Applications close on May 23rd, 2025.

Microsoft is an equal opportunity employer. Reasonable accommodations are available during the application process. For more info, see our policies on diversity and inclusion.

Additional Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Other
• Industry: Software Development