Customer Escalation and Incident Manager

Responsibilities

• Proactively identify and monitor customers experiencing poor service using key metrics such as repeat tickets, inbound calls, and NPS feedback.
• Act as the central incident manager for complex or high-risk customer situations, serving as the single point of contact through resolution.
• Coordinate cross-functional teams including Customer Care, Network Operations, Field Service, and Billing to drive timely issue resolution.
• De-escalate high-friction interactions and build trust with dissatisfied customers through empathetic communication.
• Perform root cause analysis on service trends to identify systemic gaps and recommend process improvements.
• Track and report on CX health indicators, including resolution times and customer satisfaction recovery.

Requirements

• 5+ years of experience in customer experience, customer support, or operations.
• Proven ability to manage complex customer issues end-to-end.
• Advanced de-escalation abilities and strong interpersonal communication skills.
• Experience working cross-functionally in a fast-paced environment.
• Strong analytical skills with the ability to interpret customer data and trends.
• Demonstrated ability to take ownership and drive outcomes without direct authority.

Preferred Qualifications

• Experience in a telecommunications, ISP, or technical service environment.
• Familiarity with CRM platforms, NPS systems, and network monitoring tools (e.g., eero Insights).
• Experience with process improvement methodologies such as Lean or Six Sigma.

About the Company

Surf Internet is dedicated to providing high-quality connectivity and exceptional service. We focus on proactive customer care and continuous improvement to ensure our customers stay connected and satisfied.