KBR, Inc.
SeniorFull-timeHybridSydney NSW, AustraliaProfessional servicesCustomer service and supportInformation technologyPosted 22 hours ago
About the job
The Senior Support Escalation Manager job is all about delivering exceptional customer success within the Customer Service & Support organization at Microsoft. This position plays a crucial role in managing escalated customer and partner issues, ensuring that every interaction is seamless and builds trust. The team thrives on collaboration, innovation, and a growth mindset, creating an inclusive culture where everyone can excel and contribute to the mission of empowering every person and organization on the planet to achieve more.
You'll be responsible for
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Managing customer resolution
Acting as an internal expert to resolve longer-running, sensitive, or escalated issues 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 while coordinating resources and establishing relationships to remediate future issues.🔄
Improving processes
Surfacing feedback, identifying systematic issues, and leading process improvement efforts to resolve recurring or sensitive issues.What we're looking for
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Relevant educational background
Master's or Bachelor's degree in technology or business required.View fit
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Technology industry experience
4+ years in technology or customer service roles essential.View fit
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Incident and escalation management experience
Demonstrated experience managing escalated customer issues.View fit
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