Support Escalation Manager

Summary

Join Tessitura as a Support Escalation Manager and lead the Tier 3 and 4 support teams, ensuring high member satisfaction. You will oversee recruitment, training, and performance evaluation, while contributing to strategic planning and process improvement. Responsibilities include managing on-call shifts, monitoring high-volume sales, and providing feedback to the development process. This role requires technical expertise in Tessitura software and strong leadership, communication, and problem-solving skills. The position is full-time and work-from-home.

Requirements

• Technical experience in Tessitura software and products and their uses in an operational/business context
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills
• Time and project management skills
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies
• Commitment to providing exceptional service to members and support to staff members

Responsibilities

• Direct manager(s) for the Tier 3 and 4 support department: Support Escalation Specialists
• Technical Analysts
• Oversee the recruitment, selection, and training of employees for positions within the support escalation department
• Adhere to the Effective Manager Tools Trinity through one on ones, feedback, and coaching to develop management skills
• Contributes to strategy establishing strategic objectives, polices, and assignments for the team
• Evaluate how the support escalation staff are achieving the KPI goals, improving performance, and professional development plans
• Coordinate the documentation of Support Escalation policies & procedures
• Ensure systems and processes are in place for high quality on-going support, training/consultation, and incidents
• Serve as a member relationship escalation point for members of the Support Escalation team
• Implement and execute member service standards and KPIs on a monthly, quarterly, and annual basis
• Coordinate desk and on-call shifts scheduling
• Manage the high-volume on-sale monitoring process to ensure that proper internal cross-team communication is occurring to support successful on-sales for our members
• Provide support feedback to development process with an aim to improve our Tessitura Software and Products and help weigh the priority of future enhancements
• Oversee the support participation in the product release process, ensuring that the updates resolve the reported issues, and that those resolutions are communicated effectively back to the members
• Facilitate internal, cross-team knowledge sharing and collaboration to support all Tessitura Software & Products
• Assume assignments for the annual user conference related to the planning, preparation, and presentation of sessions
• Serve as an escalation point 24/7 global on-call support as well as participate in the communications on duty in rotation with the support leadership team
• Other duties as assigned

Benefits

Work-from-home