Japanese-Speaking Support Escalation Lead

Sonata Software; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sonata Software is seeking a Support Escalation Manager to investigate and resolve high-priority customer escalations beyond the standard support model. You will advocate for the customer while balancing policy and engaging executives, Legal, and PR as needed.

Role requires collaboration with Engineering, Supportability, and cross-functional teams to drive timely resolutions, document issues, and mentor junior staff while ensuring strict SLA adherence.

Qualifications

• Experience resolving complex customer escalations with empathy and diplomacy.
• Ability to communicate clearly with executives, Legal and PR teams.
• Collaborate across engineering, product and support to drive outcomes.

Responsibilities

• Investigate and resolve customer escalations beyond standard support.
• Drive customer recovery and retention across products and services.
• Mentor teammates and document root causes for future prevention.
• Communicate case status to stakeholders and manage SLAs.
• Engage with Engineering for code/updates addressing critical issues.
• Identify recurring issues and escalate appropriately.

Skills

Customer empathy

Communication skills

Stakeholder communication

Escalation management

Problem solving

Organizational skills

Mentoring

Root cause analysis

Documentation

Microsoft product knowledge

Job description

Sonata Software is seeking a Support Escalation Manager to investigate and resolve high-priority customer escalations beyond the standard support model. You will advocate for the customer while balancing policy and engaging executives, Legal, and PR as needed.

Role requires collaboration with Engineering, Supportability, and cross-functional teams to drive timely resolutions, document issues, and mentor junior staff while ensuring strict SLA adherence.