Escalation Manager

Jobtailor; Deutschland; Remote; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced Escalation Manager to own complex customer cases from intake to closure, serving as the single point of contact and coordinating across engineering, product, and support teams to resolve critical issues efficiently.

The role emphasizes cross-functional collaboration, risk management, and post-mortem analysis to prevent recurrence and improve the customer experience. Strong written and verbal communication are essential under pressure.

Qualifikationen

• 3+ years of experience in account management, escalation management, technical support, customer success, or technical project management.
• Strong technical knowledge of complex systems, ideally in a multi-tenant cloud environment.
• Proven track record of collaborating across all levels of the business to improve the customer experience.
• Ability to communicate complex ideas clearly and effectively, verbally and in writing.

Aufgaben

• Provide white-glove service, technical support, and executive-level communications to customers.
• Manage escalated cases from intake through closure as the single point of contact.
• Lead impact analysis, stakeholder coordination, communication, and resolution tracking.
• Ensure effective execution of the escalation process and high customer satisfaction.
• Coordinate critical escalations and handoffs between teams.
• Partner with Engineering, Operations, Technical Support, Customer Success, Sales, and Product Management on escalated issues.
• Develop and coordinate post-escalation reviews, post-mortems, trend analyses, and continuous-improvement initiatives.
• Analyze escalation patterns and recommend ways to address recurring issues.
• Communicate progress and escalated risks related to complex customer experience problems.

Kenntnisse

Escalation management

Technical support

Customer success

Cross-functional collaboration

Risk management

Communication skills

Project management

Multi-tenant cloud

Ausbildung

BS/MS in CS/Eng/Business

ITIL 4

PMP

Lean Six Sigma

Agile/Scrum

Jobbeschreibung

• Provide white-glove service, technical support, and executive-level communications to customers
• Manage escalated cases from intake through closure as the single point of contact
• Lead impact analysis, stakeholder coordination, communication, and resolution tracking
• Ensure effective execution of the escalation process and high customer satisfaction
• Coordinate critical escalations and handoffs between teams
• Partner with Engineering, Operations, Technical Support, Customer Success, Sales, and Product Management on escalated issues
• Develop and coordinate post-escalation reviews, post-mortems, trend analyses, and continuous-improvement initiatives
• Analyze escalation patterns and recommend ways to address recurring issues
• Communicate progress and escalated risks related to complex customer experience problems

Requirements

• 3+ years of experience in account management, escalation management, technical support, customer success, or technical project management
• Strong technical knowledge of complex systems, ideally in a multi-tenant cloud environment
• Practical experience managing multiple support teams, with a strong understanding of technical support functions and related engineering responsibilities
• Proven track record of collaborating across all levels of the business to improve the customer experience
• Strong customer service orientation, sound judgment, and ability to make quick decisions
• Ability to collaborate effectively with Product, Engineering, Customer Success, and other cross-functional partners
• Ability to communicate complex ideas clearly and effectively, verbally and in writing
• Outstanding written and verbal communication skills
• Deep experience leading and responding to complex critical escalations
• Excellent judgment, risk management, and issue mitigation skills
• Ability to prioritize and execute effectively in a high-pressure environment
• Sense of urgency and ability to make timely decisions while balancing customer, business, and technical constraints
• Applicant must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations
• BS or MS in Computer Science, Engineering/Engineering Management, Business Administration, or a related field is preferred
• Bonus: ITIL 4, PMP, Lean Six Sigma, or Agile/Scrum certification

Core Competencies

Demonstrates expertise in escalation management and technical support within multi-tenant cloud environments, ensuring high customer satisfaction through effective communication and collaboration with cross-functional teams. Proven ability to analyze complex issues, manage risks, and implement continuous improvement initiatives.

Highest-signal resume keywords

• Escalation Management
• Technical Support
• Customer Success
• Cross-Functional Collaboration
• Risk Management

ATS Optimization Keywords

Hard Skills

• Account Management
• Technical Project Management
• Complex Systems Knowledge
• Multi-Tenant Cloud Environment
• Trend Analysis

Soft Skills

• Customer Service Orientation
• Outstanding Communication Skills
• Sound Judgment
• Ability to Prioritize
• Sense of Urgency

Certifications & Qualifications

• ITIL 4
• PMP
• Lean Six Sigma
• Agile
• Scrum

Industry Keywords

• Escalation Process
• Customer Experience
• Continuous Improvement
• Stakeholder Coordination
• Post-Mortem Analysis