Customer Escalations Manager

Responsibilities

• Follow team processes to manage Customer Escalations by overseeing their planning, execution, and ensuring the delivery of high-quality outcomes
• Lead Cross-functional meetings with stakeholders to ensure alignment on project objectives and progress
• Keep Business Leaders aware of Critical Customer Escalations through regular meetings at our Decision Forum
• Build a breadth of knowledge on what Identity Verifications is, how our Customers use it and what Products we have to support them
• Work within SLAs to get snappy decisions and ensure our Customers are kept in the loop
• Drive decision making through prioritisation using data and Commercial outcomes to influence Product team roadmaps
• You will help enhance escalation management processes and maintain accurate documentation

Basic Qualifications

• At least 5 years of experience in a customer support, project management or escalation management role
• Strong project management skills to handle escalations as mini-projects
• Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation
• Comfortable with technical topics, for example, having an understanding how APIs, SDKs, and web applications work
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Diligence, patience and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment
• Strong organizational and planning skills, with a focus on attention to detail and accuracy
• Empathy, and the desire to help others
• Fluent spoken and written English

Preferred Qualifications

• Experience managing and resolving escalated mission-critical issues
• Technical background
• Familiarity with an Agile environment
• Experience with Jira, Salesforce Service Cloud, Looker

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