Escalation Manager- Inbound escalation- Cloud

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Escalation Manager

W2 only

100% remote

Immediate interviews

This role would be the first point of contact for inbound escalations to the Cloud Delivery team. They would build partnerships across the Engineering org and triage issues beyond the scope of our L1 & L2 Delivery agents. Develop a thorough understanding of business processes and scope within Cloud Business Operations and enable exceptional customer experiences. Tangibly, this resource would ease the burden off the operations analysts and centralize the escalations that Delivery gets daily (from sales reps, TAMS, the NOC, etc.).

Experience in customer service/escalation management.
Good at learning and understanding processes to ensure that they know what to do in an escalation.
Fantastic communication (verbal and written) skills.
Ability to dig into what the issue is (through emails, pings, tickets).
Ability to prioritize and shift focus quickly within a growing, fast paced environment.

Job Type: Contract

Schedule:

• 8 hour shift

Work Location: Remote

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