Escalation Manager

Summary

Join Firstup's Escalation and Incident Management Team as an Escalation Manager and handle customer escalations and platform incidents. You will work with the Support team and Engineering management to ensure all customer escalations are acknowledged and handled appropriately, manage communication with customers and internal leadership, oversee platform incidents, and escalate issues as necessary. Collaborate with technical teams on issue recurrence prevention and proactive software change management. Present reports on escalations and incidents to the Executive Level Team, analyze performance metrics, and provide recommendations for improvements. Coach and mentor other support team members. This role requires managing multiple tasks and projects, both independently and as part of a team. Firstup offers an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience required
• Five or more years of experience in customer support or escalation management required
• Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML); Email Deliverability; CRMs (e.g, Salesforce, Microsoft Dynamics CRM); APIs
• Strong customer advocacy skills and the ability to collaborate on solutions with customers and internal stakeholders
• Attitude of urgency in order to resolve escalations in a timely manner
• Proven ability to treat customers and colleagues with respect and professionalism
• Ability to work efficiently, diligently and remain focused from a home office
• Capacity to have empathy when customers have difficult issues. Specifically handling platform incidents, ensuring that incident post-mortems are held, collaborating on Incident Reports and working to continuously improve our platform incident response processes
• Excellent communication, organization and interpersonal skills
• As well as strong reading comprehension and active listening skillsDemonstrated ability to learn new things
• Excellent analytical and troubleshooting skills

Responsibilities

• Work with the Support team and Engineering management to ensure all customer escalations are acknowledged and handled appropriately, bringing in the right resources as required
• Manage communication with customers and internal leadership on all escalations from engagement to resolution
• Oversee platform incidents - ensuring incidents are properly summarized and communicated to affected parties
• Escalate issues as necessary to the appropriate teams
• Work with technical teams including Product Support, Product Management, and Engineering, on issue recurrence prevention, proactive software change management preparation
• Present and report on escalations, high-profile issues and platform incidents to the Executive Level Team
• Analyze escalation performance metrics and quality trends, and provide recommendations/proposals for process or product improvements
• Coach and mentor other support team members on identifying and resolving early escalations
• Manage multiple tasks and projects, both independently and also as part of a team

Preferred Qualifications

• Familiarity with SaaS solutions is preferred
• Any experience with using FireHydrant is a plus

Benefits

• Excellent PTO program
• Great health benefits
• Remote work