Job Details

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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.

Job Overview

  • Job Posted

    a month ago

  • Job Types

    Full Time, Remote

  • Salary

    75.1K - 148.9K Year

  • Job Location

    UNITED STATES - Remote

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Microsoft

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