About the Role:

We’re looking for an experienced and proactive Support Escalation Manager to join our dynamic Fivetran Support team. As a Support Escalation Manager, you will be responsible for overseeing and coordinating the resolution of escalated customer support issues. Your primary objective will be to ensure customer satisfaction by effectively managing and resolving complex technical issues within established timelines. The ideal candidate should have a minimum of three years of experience in a similar role, possess exceptional communication and problem-solving skills, and have a proven track record of managing support escalations.

This is a full-time position based out of India working early morning shift (5.30 a.m to 1.30 p.m)

Technologies You’ll Use

• Zendesk
• SupportLogic
• Height
• Looker
• BackStage
  
  

What You’ll Do

• Manage and lead a team of 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.
• Be prepared to work beyond standard hours, including evenings and occasionally weekends, to address customer needs and resolve critical issues.
• Demonstrate flexibility in adjusting your work schedule to meet customer requirements and business demands.
  
  

Skills We’re Looking For

• Minimum of five 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 both 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.
  
  

Bonus Skills​

• Experience with customer support software, ticketing systems, and CRM tools including Zendesk, Supportogic and Height
• 1Team1Dream mentality
  
  

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