Customer Support Lead – Incident & Escalation Champion

Oracle; United States; On-site; USD 63,000 - 132,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) Savings and company match

Paid time off and holidays

Disability and life insurance

Employee Stock Purchase Plan

Job summary

Oracle in the United States is seeking a Senior Customer Service Manager to lead a team responsible for resolving incoming service requests and overseeing customer service delivery, acting as the escalation point for complex inquiries.

The role emphasizes incident management, knowledge base expansion, and collaboration with technical leadership teams to ensure timely, complete resolutions and continuous improvement.

Responsibilities

• Supervises a team serving as points of contact and resolving service requests to provide timely solutions.
• Acts as point of escalation for unresolved or difficult inquiries.
• Monitors the incident management process to identify gaps in resolution and support processes.
• Prepares training for new product releases and contributes feedback to meet goals of excellent technical support.
• Reviews customer feedback and follows up on survey results as needed.

Skills

Team leadership

Customer service

Incident management

Documentation

Cross-functional collaboration

Job description

Oracle in the United States is seeking a Senior Customer Service Manager to lead a team responsible for resolving incoming service requests and overseeing customer service delivery, acting as the escalation point for complex inquiries.

The role emphasizes incident management, knowledge base expansion, and collaboration with technical leadership teams to ensure timely, complete resolutions and continuous improvement.