Job Details
Support Escalation Manager
Crypto Jobs Remote
Job Description
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.
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