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:
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.
