Escalation Manager

Summary

Join Fivetran's dynamic Support team as a Support Escalation Manager! You will oversee and coordinate the resolution of escalated customer support issues, ensuring customer satisfaction by effectively managing complex technical problems. This role requires a minimum of five years of experience in a similar position, exceptional communication and problem-solving skills, and a proven track record of managing support escalations. You will collaborate with cross-functional teams, prioritize cases, monitor progress, identify trends, and mentor team members. Fivetran offers excellent benefits, including 100% employer-paid medical insurance, generous PTO, RSU stock grants, and professional development opportunities. The position is remote.

Requirements

• Minimum of 5 years of experience in a support escalation management role or similar capacity
• Strong technical aptitude and the ability to understand complex technical issues and articulate them to technical and non-technical stakeholders
• Proven experience in managing and resolving support escalations in a fast-paced environment
• Exceptional problem-solving and analytical skills, with the ability to think strategically and provide innovative solutions
• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and executives
• Strong leadership qualities, with the ability to motivate and inspire a team to achieve common goals
• Ability to work well under pressure and manage multiple priorities simultaneously
• Experience with customer support software, ticketing systems, and CRM tools including Zendesk, Supportogic and Height
• 1Team1Dream mentality

Responsibilities

• Support engineers responsible for handling escalated customer support cases
• Serve as the main point of contact for customers with critical or complex issues, providing timely updates and driving issue resolution
• Collaborate closely with cross-functional teams, including engineering, product management, and customer success, to address customer concerns and ensure timely resolution
• Prioritize and triage escalated cases based on severity, impact, and urgency, ensuring appropriate resources are allocated for timely resolution
• Monitor and track progress on escalated cases, providing regular updates to customers and stakeholders
• Identify trends and patterns in escalated cases and provide recommendations for process improvements and product enhancements
• Develop and maintain strong relationships with key customers, serving as their advocate within the organization
• Analyze customer feedback and customer satisfaction metrics to identify areas of improvement and develop action plans accordingly
• Provide guidance, mentorship, and support to team members, fostering their professional growth and development
• Stay updated on industry best practices and emerging technologies related to customer support, incorporating them into daily operations

Benefits

• 100% employer-paid medical insurance
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents