Were looking for an Escalation Operations Specialist who thrives at the intersection of customer success, product, and engineering. In this role, you will focus on building and optimizing the processes, workflows, and tools that ensure escalations are handled effectively across our Support, Customer Success, Product, and R&D teams.
This role is ideal for someone who loves managing complex project.
Responsibility:
Escalation Process Management: Oversee the customer success escalation process end-to-end. Ensuring timely and effective resolution of customer issues, requests, and bugs.
Customer Issue Resolution: Reduce and improve customer MTTR (Mean Time to Resolution) by managing bugs and feature requests with R&D, ensuring proper prioritization and follow-up.
Deprecation & Product Changes: Lead communication and coordination for product deprecations and changes. Ensure clear and professional messaging to customers regarding actions and updates.
Cross-Functional Collaboration: Partner closely with CS, Product, and R&D teams to drive escalations to resolution and manage technical projects requiring multi-team involvement.
Project Management & Tracking: Utilize Jira and other project management tools to effectively track, manage, and report on escalations and related tasks.
Automation & AI Integration: Leverage automation tools and scripts to reduce manual effort and streamline workflows. Use AI tools to enhance escalation handling and support processes.
Operational Process Improvement: Continuously refine escalation workflows, introduce best practices, and improve overall operational efficiency.
Escalation Training & Guidance: Collaborate with Customer Support to ensure proper handling of escalations. Mentor and guide the team onmanaging high-priority and complex issues.
Requirements: Requirements:
Minimum 3 years of experience in escalation management, program management, or product operations, with a demonstrated track record of leading operations and driving cross-functional projects.
Cross-Org Process Leadership: Demonstrated success in creating and implementing processes that span multiple teams and departments.
Project Management Skills: Strong experience using Jira or similar tools to manage tasks, track issues, and monitor progress.
Technical Expertise: Proficiency with automation tools, scripting, and using AI platforms to improve support operations.
Collaboration & Communication: Outstanding communication skills and the ability to work effectively across teams and technical/non-technical stakeholders.
Problem Solving: Analytical mindset with a strong customer focus and a drive to solve problems efficiently.
Passion for Learning: Curiosity and enthusiasm for improving processes, learning new tools, and contributing innovative ideas.
Preferred Qualifications:
Experience working with observability platforms or in a technical customer success role.
Experience working with DevOps or SRE teams, with an understanding of their needs in cloud and observability environments.
Familiarity with SaaS/B2B environments.
Hands-on experience with incident management and customer-facing technical communications.
This position is open to all candidates.