Back to Remote jobs >
Customer Service
Escalation Manager
@Fivetran
[Hiring] Escalation Manager @Fivetran
Mar 13, 2025 - Fivetran is hiring a remote Escalation Manager. 💸 Salary: unspecified. 📍Location: India, APAC.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We’re looking for an experienced and proactive Support Escalation Manager to join our dynamic Fivetran Support team. As a Support Escalation Manager, you will be responsible for overseeing and coordinating the resolution of escalated customer support issues. Your primary objective will be to ensure customer satisfaction by effectively managing and resolving complex technical issues within established timelines.
- Support engineers responsible for handling escalated customer support cases.
- Serve as the main point of contact for customers with critical or complex issues, providing timely updates and driving issue resolution.
- Collaborate closely with cross-functional teams, including engineering, product management, and customer success, to address customer concerns and ensure timely resolution.
- Prioritize and triage escalated cases based on severity, impact, and urgency, ensuring appropriate resources are allocated for timely resolution.
- Monitor and track progress on escalated cases, providing regular updates to customers and stakeholders.
- Identify trends and patterns in escalated cases and provide recommendations for process improvements and product enhancements.
- Develop and maintain strong relationships with key customers, serving as their advocate within the organization.
- Analyze customer feedback and customer satisfaction metrics to identify areas of improvement and develop action plans accordingly.
- Provide guidance, mentorship, and support to team members, fostering their professional growth and development.
- Stay updated on industry best practices and emerging technologies related to customer support, incorporating them into daily operations.
Qualifications
- Minimum of 5 years of experience in a support escalation management role or similar capacity.
- Strong technical aptitude and the ability to understand complex technical issues and articulate them to technical and non-technical stakeholders.
- Proven experience in managing and resolving support escalations in a fast-paced environment.
- Exceptional problem-solving and analytical skills, with the ability to think strategically and provide innovative solutions.
- Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and executives.
- Strong leadership qualities, with the ability to motivate and inspire a team to achieve common goals.
- Ability to work well under pressure and manage multiple priorities simultaneously.
- Experience with customer support software, ticketing systems, and CRM tools including Zendesk, SupportLogic, and Height.
- 1Team1Dream mentality.
Benefits
- 100% employer-paid medical insurance
- Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
- RSU stock grants
- Professional development and training opportunities
- Company virtual happy hours, free food, and fun team-building activities
- Monthly cell phone stipend
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.
Similar Remote Jobs
More jobs at Fivetran
-
Product $203,280 - $254,100 usd USAApr 02, 2025
-
Sales / Business unspecified Asia, JapanApr 02, 2025
-
Product $203,280 - $254,100 usd USAApr 01, 2025
More Customer Service jobs
-
Customer Service $18.15 - $32.86 per hour USAApr 04, 2025
-
Customer Service $35,400.00 - $53,300.00 USAApr 04, 2025
-
Customer Service $123,550 - $154,350 base plus variable compensation USAApr 04, 2025
More jobs in India
-
Sales / Business unspecified IndiaApr 04, 2025 -
Writing unspecified IndiaApr 04, 2025
-
Project Management unspecified Northern America, Latin America (LATAM), India +1 moreApr 04, 2025
Kickstart Your Job Search
Need advice to apply?
Join our free
Webinar « 3
Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »
Register for free
Unlock 54,883 additional remote jobs, advanced search & email notifications
Get Access Now
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
Try for free - no card required.
️
| 📍 | Be aware of the location restriction for this remote position: India, APAC |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
India, APAC
|
|
Job Type
unspecified
|
Posted
Mar 13, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: India, APAC |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
