Support Escalation Manager

Overview

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. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. 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, honing your problem-solving, collaboration and orchestration skills, and deepening your relationship management expertise.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities* Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues.

• Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues.
• Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution.
• Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution.
• Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners.
• Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues.
• Vendor Relationships: Own and lead relationships with outsource vendors.

Qualifications

Required Qualifications:

Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience

o OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience

o OR 9+ years technology industry, customer service, or related experience

o OR equivalent experience

Additional Required Qualifications:

Experience working with Microsoft products and services.

Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)

Prior Incident and escalation management experience

Proficient in C-level stakeholder management

Additional Preferred Qualifications:

Fluent / Business English Language

Ability to meet Microsoft, customer and / or gove