Confluent

Escalation Manager

Confluent

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Salary

💰 £83,300 - £97,700 per year

About the role

  • Quickly review and understand all information related to a customer escalation at a high level.
  • Coordinate large cross-functional teams via internal and customer-facing calls.
  • Successfully acquire technical status and next steps from the various technical teams.
  • Identify open action items and owners for tracking until closure.
  • Summarize the problem, business impact, technical efforts, and next steps in an executive summary format.
  • Ensure the customer’s voice is heard throughout the escalation process. Advocate for the customer by speaking up where necessary.
  • Set correct expectations and drive relief and resolution through effective communication.
  • Provide regular status updates for all escalated issues internally and externally.
  • Execute a seamless transfer of escalated situations into and out of your region.
  • Ensure the collective team adheres to all escalation and incident response processes.

Requirements

  • 2+ years of experience in Escalation Management, Product Support, Incident Response, or other customer-facing roles.
  • Strong written and verbal communication skills.
  • Experience coordinating and facilitating the resolution of complex problems.
  • Ability to understand complex technical products at a high level.
  • Excellent collaboration skills and experience.
  • You are a problem solver who naturally jumps in to help others.
  • You handle stressful problems with empathy and a steady response.
  • Comfortable working in a customer-focused environment.
  • A basic understanding of Confluent products and related technologies.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Escalation ManagementProduct SupportIncident ResponseProblem ResolutionTechnical Understanding
Soft Skills
Written CommunicationVerbal CommunicationCollaborationProblem SolvingEmpathyStress Management