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We are looking for a talented Escalation Leader to join our Customer Experience team.
Step into our world, where advanced technologies take center stage, transforming the online trading experience.
With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.
Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.
We offer an excellent work environment where you will be challenged and encouraged to grow professionally.
In this role you will:
Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to technical Support with escalation and de-escalation of customer issues
Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
Be the professional mentor of the global technical support team and encroach the technical knowledge of all members
Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
Define and implement methods, procedures, tools, and policies to meet the teams technical knowledge and ensure high-quality service is delivered to customers.
Act as the highest escalation point of technical issues and events
Effectively act as the funnels between technical support team and R&D to assist with the prioritization of production issues.