Escalation Manager

VirtualVocations; Fresno (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

A remote work-focused company is seeking an Escalation Manager to handle complex technical issues and enhance customer satisfaction. You will act as the main contact for escalations and lead initiatives to resolve critical problems. The ideal candidate has over 5 years of experience in enterprise technical support and expertise in tools like Salesforce Service Cloud and Jira. This role offers flexibility with remote work options.

Qualifications

• 5+ years of experience in enterprise technical support.
• At least 2 years managing escalations.
• Proven track record of resolving high-impact customer issues.

Responsibilities

• Act as the primary point of contact for customer escalations.
• Lead initiatives to resolve complex issues within high-risk accounts.
• Analyze trends in escalations to identify systemic issues.

Skills

Enterprise technical support experience

Customer issue resolution

Problem-solving skills

Cross-functional leadership

Tools

Salesforce Service Cloud

Jira

Job description

Overview

A company is looking for an Escalation Manager to manage and resolve complex technical issues for customer satisfaction.

Responsibilities

• Act as the primary point of contact for customer escalations, ensuring timely resolution
• Lead cross-functional initiatives to resolve complex issues within high-risk accounts
• Analyze trends in escalations to identify systemic issues and recommend improvements

Required Qualifications

• 5+ years of experience in enterprise technical support, with at least 2 years managing escalations
• Proven track record of resolving high-impact customer issues and managing critical incidents
• Understanding of SaaS organizational and operational constructs
• Knowledge of Lean, Six Sigma, and continuous improvement approaches
• Familiarity with support-related tools such as Salesforce Service Cloud and Jira