Escalation Manager - Cleo (US)
Chicago, IL
About the Job
The Support Delivery Escalation Manager is a highly motivated professional responsible for overseeing escalation management procedures through collaboration and adherence to processes, procedures, and guidelines. The primary focus of this position is to increase customer satisfaction through proactive, professional customer support for SaaS (Software as a Service) customers, exceeding the customer's expectations.
What You Will Be Doing
- Serve as a point of escalation for customers and ensure proper resources are engaged for prompt action and adequate traction. Aided with coordinating customer meetings when necessary.
- Monitor queues and work with the team to ensure escalated cases are worked within the required SLAs. Track the progress of customer-initiated tickets and focus on follow-up requirements.
- Oversee implementation handoffs from Professional Services to Support by supplying guidance and direction.
- Verify that all requirements, details, sample data, and other supporting documentation are supplied when escalating issues for further investigation.
- Analyze escalation volumes, coordinate reviews, communicate resulting actions, and supply constructive feedback to the Support management team for process improvements.
- Excellent communication and interpersonal skills across various business and technical levels, including Support, Professional Services, and Product Development.
- Build solid, long-term customer relationships and generate happy, referenceable customers.
- Continually refine/improve strategy to deliver Cleo-quality support.
- Supply input on user technology and application needs and requirements.
- Perform more duties as assigned.
Your Qualifications
- Bachelor's degree preferred
- 3+ years managing a technical support team in a cloud environment or comparable industry.
A few things we have to offer:
- Competitive compensation
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
- Representing a company with 4,000+ clients and a 99% retention rate
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.