Related skills
data analysis analytics salesforce google workspace apis📋 Description
- Escalation Ownership: Own and drive prompt resolution of escalated issues.
- Cross-Functional Leadership: Guide Support Engineers and CCE teams.
- Crisis Management: Lead high pressure situations to mitigate impact.
- Stakeholder Communication & Reporting: Proactive status reports for escalations.
- Data Analysis & Insights: Present trends and risks to inform improvements.
- Root Cause Analysis: Lead post-resolution reviews for systemic fixes.
- Customer Advocacy: Represent customers to Product and Engineering teams.
- Stand-by on-call duties: May require after-hours work.
🎯 Requirements
- 8+ years in a technical, customer-facing role managing escalations.
- Leadership: Guide cross-functional teams with accountability.
- Communication: Excellent written and verbal skills for technical and non-technical audiences.
- Problem-Solving: Strong analytical ability under pressure.
- Data-Driven Approach: Use data to inform improvements.
- Technical Acumen: Understand software products, APIs, and distributed systems.
- Nice to Have: Salesforce, FireHydrant, Google Workspace, BI/Analytics tools like Omni.
🎁 Benefits
- Health, dental, vision, disability, and life insurance.
- Paid holidays and PTO.
- Fertility treatment benefit.
- 401(k), equity, and discretionary bonus.
- Remote-friendly culture with flexible work options.
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