With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

REQUIRED QUALIFICATIONS:

• 5+ years technology industry, customer service, or related experience
  o OR Bachelor’s Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience
  o OR Master’s Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience

o OR equivalent experience.

• Experience handling cases on a dynamic environment, exposure to ticketing systems or similar experience
• Proficient experience communicating with internal or external stakeholders
• Ability to speak, write and understand fluent English

PREFERRED QUALIFICATIONS:

• Prior experience working with MS products and services such as Azure, Copilot, M365, Dynamics
• Microsoft Technology Certifications