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Customer Service
Escalation Manager
@Calabrio
[Hiring] Escalation Manager @Calabrio
Apr 12, 2025 - Calabrio is hiring a remote Escalation Manager. 💸 Salary: $95,000 annually. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We are seeking an Escalation Manager to join our growing team. In this role, you will serve as a specialized resource within the Professional Services and Support organizations, managing critical technical escalations and driving proactive, preventative programs that enhance customer success. You will play a key role in resolving technical issues for Calabrio customers and partners while improving internal processes to deliver an outstanding customer experience.
What You’ll Be Doing (Key Responsibilities):
-
Managing Key Customer Programs:
- Oversee proactive maintenance activities and coordinate Subject Matter Experts (SMEs) for strategic accounts.
- Handle critical customer escalations, ensuring timely resolution with internal and external communication management.
-
Managing Higher-Level Services Issues:
- Support on-call teams during escalated situations.
- Develop and guide action plans for escalated cases.
- Participate in occasional after-hours calls when needed.
-
Improving Calabrio Professional Services and Support Services Operations:
- Educate engineers, customers, and partners on best practices, configurations, and technical considerations.
- Analyze root causes and case resolution efforts to identify continuous improvement opportunities.
- Monitor customer cases for potential trends and escalations.
- Expand team knowledge on emerging technologies and diagnostic methods.
- Mentor team members on process and product expertise.
- Collaborate with management to implement and standardize processes.
-
Acting as a Liaison Between Teams:
- Facilitate communication between support teams, development, and other internal groups.
- Keep necessary stakeholders informed on status updates, meeting schedules, and action plans.
Success Criteria:
- Efficiently manage escalations and critical customer situations, ensuring timely resolution and improved customer satisfaction.
- Enhance the effectiveness of Professional Services and Support Services teams by implementing process improvements and proactive monitoring.
- Strengthen collaboration across departments to improve internal knowledge sharing and customer outcomes.
Qualifications
- 5+ years of customer service experience, including direct supervisory or management experience.
- Bachelor’s degree in a technical, business, or related field preferred.
- Experience in contact center environments.
- 5+ years of experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (e.g., agent desktop, IP-IVR, instant messaging, workforce management, call recording).
Requirements
- Excellent troubleshooting and analytical skills.
- Strong verbal and written communication abilities.
- Deep knowledge of relevant products and integrated systems.
- Ability to manage high-pressure customer situations.
- Strong attention to detail and sense of urgency.
- Ability to multitask and prioritize responsibilities effectively.
Benefits
- Global team recognized for their passion for innovation.
- Innovative product culture and project exposure.
- Training and development from industry-leading experts.
- Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement.
- Market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $95,000 annually.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | 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
💸
$95,000 annually
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 12, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
