Support Escalation Manager

Job Description: Support Escalation Manager

Company: Microsoft

Location: United States (Remote)

Salary Range: $75,100 - $148,900 per year (higher in SF Bay Area & NYC)

Job Type: Full-time

About the Role:

Microsoft’s Customer Experience & Success (CE&S) team is looking for a Support Escalation Manager to lead critical incident management and escalations for Microsoft’s strategic enterprise customers. This role is part of the CritSit Management & Escalation Team (CMET) and involves resolving high-impact technical issues, working with internal teams, executives, and customers to maintain satisfaction and trust.

Responsibilities:

• Manage critical customer escalations, acting as the primary contact for issue resolution.
• Work with engineering and operations teams to ensure a smooth resolution process.
• Communicate updates to customers and internal stakeholders across various channels.
• Analyze customer challenges and recommend strategic improvements to enhance support experiences.
• Collaborate with leadership teams to resolve systematic issues and optimize processes.
• Lead and participate in postmortem discussions, documenting key takeaways for continuous improvement.
• Provide technical and business insights to improve resolution times and customer satisfaction.

Requirements:

• 5+ years experience in technology, customer service, or related fields.
• Bachelor’s or Master’s degree in technology, business, or a related field (or equivalent experience).
• Strong problem-solving and communication skills to manage escalations effectively.
• Experience handling high-priority incidents and working across cross-functional teams.
• Ability to meet Microsoft’s security screening requirements.

Preferred Qualifications:

• 7+ years of experience in technology industry or customer service.
• Experience with Microsoft products and services.
• Strong background in customer resolution, technical support, and escalation management.

Why Join Microsoft?

• Work in a global, high-impact role supporting Microsoft’s top enterprise customers.
• Competitive salary, benefits, and growth opportunities in a leading tech company.
• Join an inclusive, customer-focused, and innovative work environment.
• Be part of a fast-paced, collaborative team improving customer experience & success.

Microsoft is an equal opportunity employer and encourages applications from diverse backgrounds.