Senior Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.

• Collaborates with engineering teams and/or operations teams to identify the right resource and acts as a subject matter expert on written protocol to ensure the right groups are engaged to resolve customer issues
• Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers; ensures existing processes are not a blocker to customer issue resolution
• Mentors other Support Escalation team members on how to handle moderate to highly complex cases
• Takes ownership of and nurtures relationships with internal teams and partners; proactively communicates with senior leadership on complex issues and provides solutions
• Manages customer and field expectations around issue response and represents the company independently
• Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues
• Acts as a key player when supporting inter-regional, cross-regional, cross-group, or ATU initiatives by gathering feedback and identifying resources to improve customer support experience
• Models best practices to support the customer experience; identifies trends across internal postmortems and suggests resources to drive opportunities
• Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience
• Maintains and develops relationships with various internal and external teams to resolve customer issues
• Provides status updates to customers and internal stakeholders through various channels of communication regarding issues
• Identifies systematic issues and process breakdown; participates in a project or workgroup to improve systematic issues and internal processes
• Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution
• Identifies patterns in customer issues and supports the delivery of strategies to resolve them
• Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience; OR Bachelor's Degree AND 4+ years; OR 7+ years of technology industry/customer service experience; OR equivalent experience
• 8+ years of technology industry, customer service, or related experience; OR Bachelor's Degree AND 6+ years; OR Master's Degree AND 5+ years; OR equivalent experience
• Experience working with Microsoft products and services
• Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals)
• Work site: 3 days / week in-office (hybrid)
• Travel requirement: Less than 25%
• Equal opportunity employer with inclusive hiring practices
• Opportunity to accelerate career growth and hone problem-solving, collaboration, and orchestration skills