Escalation Manager, Europe & Africa

The Escalation Manager plays a critical role in our customer support structure, acting as a key point of contact for escalated issues; both from customers as from internal stakeholders.  This individual is responsible for managing complex customer problems that require a higher level of attention, ensuring timely resolution and maintaining high customer satisfaction.  The Escalation Manager will work closely with various teams, including Sales, Product, Development and Implementation to address and resolve customer concerns timely and effectively. This function will work closely with the regional Support Management.

What You’ll Do:

• Manage and resolve high-level escalation cases from start to finish, ensuring customer satisfaction and minimal disruption to their operations.
• Act as a liaison between customers and internal teams, coordinating with Sales, Product, and Implementation to resolve issues.
• Develop and implement processes and policies for effectively handling escalations.
• Monitor and analyze trends in customer issues to proactively identify areas for improvement and prevent future escalations.
• Communicate effectively with customers, provide regular updates and set realistic expectations for issue resolution.
• Maintain detailed records of escalations and their resolutions to contribute to the knowledge base and improve service quality.
• Train and mentor support staff, but also internal stake holders on escalation processes and best practices.
• Participate in cross-functional meetings to discuss and address product issues impacting customer satisfaction.