KBR, Inc.
SeniorFull-timeHybridSydney NSW, AustraliaProfessional servicesCustomer service and supportInformation technologyPosted 3 weeks ago
About the job
The job is about being a Senior Support Escalation Manager within the Customer Service & Support organization at Microsoft. This position plays a crucial role in managing escalated customer and partner issues, ensuring a seamless support experience, and building trust with clients. The team values collaboration and growth, providing an environment where individuals can thrive and develop their careers while making a significant impact on customer success.
You'll be responsible for
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Customer resolution
Acting as an internal expert to resolve longer-running, sensitive, or escalated issues and identifying and building relationships with internal and external teams to resolve customer issues.📈
Leading strategic projects
Providing informal coaching and mentorship to less experienced Support Escalation Managers and coordinating resources to establish relationships that remediate future issues.📞
Communication
Managing customer and field expectations around issue response, keeping stakeholders informed on issue response and resolution, and building strategic relationships with internal teams and partners.What we're looking for
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9+ years in technology or customer service
Demonstrated experience in the technology industry or customer service.View fit
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Incident and escalation management experience
Proven background in managing escalated customer issues.View fit
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C-level stakeholder management
Experience building relationships with senior leaders.View fit
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