Related skills
customer service📋 Description
- Drive resolution of escalated customer issues via email, social, and phone/chat.
- Weekend coverage and rotations for Support Duty Manager; on-call for incidents.
- Handle top escalations and major outages; coordinate cross-functional partners for timely resolution.
- Participate in Support Duty Manager rotations; triage escalations and assemble resources for resolution.
- Participate in on-call incident responses during high-impact incidents.
- Join incident reviews; track metrics and drive process improvements.
🎯 Requirements
- Be the point person to elevate responses to time-sensitive customer concerns.
- 7+ years in enterprise technical support or similar customer-facing roles; 3+ years in a senior technical role.
- Strong can-do mentality; comfortable with critical, time-sensitive incidents.
- Collaborate with Front Line Support Engineers and cross-teams to expedite hot issue resolutions.
- Strong business insight and executive presence; lead executive communications on critical issues.
- Willing to participate in on-call rotation.
🎁 Benefits
- Competitive pay and location-based benefits
- Healthcare and retirement savings; generous time off
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