Support Escalation Manager

Responsibilities

• Act as the primary contact for managing escalated customer and partner issues, driving resolution through strategic collaboration.
• Resolve long-running or sensitive issues by building relationships with internal and external teams.
• Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers.
• Identify and escalate recurring roadblocks and develop written protocols to improve issue resolution processes.
• Manage customer and field expectations regarding response times and keep stakeholders informed throughout the resolution lifecycle.
• Surface feedback to identify systematic issues and lead process improvement efforts based on retrospective summaries.
• Own and lead relationships with outsource vendors.

Requirements

• Master's Degree in technology, business, or a related field AND 4+ years of experience in the technology industry, customer service, or related fields.
• OR Bachelor's Degree in technology, business, or a related field AND 6+ years of experience.
• OR 9+ years of experience in the technology industry, customer service, or related fields.
• Proven experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals or M365 Fundamentals).
• Prior experience in incident and escalation management.
• Proficiency in C-level stakeholder management.
• Ability to meet Microsoft, customer, and/or government security screening requirements.

About the Company

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our Customer Experience and Success (CE&S) organization drives cross-company alignment to ensure we consistently exceed customer expectations through differentiated experiences leveraging Microsoft’s products and services.