Escalation Manager

at  Full Fabric

OVERVIEW

We are seeking a highly skilled and experienced Escalation Manager to join our dynamic team. The Escalation Manager will act as the key liaison between our Customer Success Managers (CSMs) and the Engineering and Product teams. The primary responsibility of this role is to manage and resolve complex customer issues that require advanced technical expertise, ensuring timely resolution and maintaining high levels of customer satisfaction. You will also, from time to time, be required to join client escalation calls where relevant.

QUALIFICATIONS AND EXPERIENCE

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Experience: Minimum of 5 years in a technical support role, with at least 2 years in an escalation management or similar capacity. Proven experience in managing complex technical issues and working with cross-functional teams.
• Technical Skills: Strong understanding of software development and IT infrastructure. Proficiency in troubleshooting complex software and technical issues. Familiarity with customer support software and CRM systems.
• Soft Skills: Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Ability to work under pressure and manage multiple priorities. Exceptional organisational and time management skills.

• Platform + Ecosystem Expert: Develop deep knowledge of the Full Fabric platform and its inner workings from a technical and user perspective. Understand the broader ecosystem surrounding the Full Fabric ecosystem.
• Manage Escalations: Handle 2nd/3rd line support escalations from CSMs, providing expert assistance to resolve complex technical issues.
• Coordinate Solutions: Work closely with Engineering and Product teams to investigate, troubleshoot, and resolve escalated issues.
• Incident Management: Serve as Incident Response Manager to oversee high-priority incidents, ensuring efficient and effective resolution, and communicating progress and outcomes to stakeholders.
• Root Cause Analysis: Conduct thorough root cause analysis for recurring issues and work with relevant teams to implement preventative measures.
• Customer Communication: Working with CSMs, maintain clear and professional communication with customers throughout the escalation process, providing regular updates and ensuring their concerns are addressed promptly.
• Process Improvement: Develop and refine escalation processes to improve efficiency and response times, and provide feedback to enhance overall service quality.
• Documentation: Ensure all escalations and resolutions are well-documented and maintain detailed records for future reference.
• Training and Mentorship: Provide training and guidance to CSMs on handling and identifying potential escalations.