Support Escalation Management

Customer Resolution: Act as a primary contact to understand issues and improve experiences for account-aligned customers and maintain relationships with internal and external teams to resolve customer issues. Mentor others on the team and participate in strategic projects to enhance resolution times and customer satisfaction. Provide status updates to customers and internal stakeholders and identify trends from internal retrospectives and suggest improvements. Collaboration: Collaborate with engineering and operations teams to identify the right resources and manage escalated issues for account-aligned customers and ensure existing processes don't hinder issue resolution. Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution status and communicate internally to drive faster issue resolution. Process Improvement: Identify systematic issues and participates in improvement projects and creates executive summaries and identifies patterns in customer issues. Vendor Relationships: Drive relationships with outsource vendors for issue resolution. Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience Proficient in C-level stakeholder management Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $125,000 - $206,400 per year. Certain roles may be eligible for benefits and other compensation. M365 Fundamentals)