Customer Support Escalation Manager

Vintti is a staffing agency that leverages the geographical advantage of Latin America to benefit US businesses. We connect companies with professionals who work in time zones closely aligned with or identical to US hours, ensuring seamless communication and collaboration. This synchronicity allows for real-time interaction, enhancing productivity and eliminating the delays often associated with offshore staffing.

A Customer Support Escalation Manager plays a pivotal role in ensuring seamless resolution of complex customer issues that frontline support teams are unable to resolve. They act as a bridge between customers and upper management, prioritizing exceptional service and swift problem-solving. The role involves analyzing, managing, and mitigating escalated concerns, often requiring coordination with various departments to ensure timely and effective solutions. Additionally, they provide valuable feedback and recommendations to improve overall customer support processes, enhancing satisfaction and retention. Strong communication and leadership skills are essential for success in this role.

- Bachelor's degree in Business, Information Technology, or related field.
- 5+ years of experience in customer support or a related role.
- 2+ years of experience in an escalation management or supervisory role.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Proven ability to handle high-pressure situations and customer escalations.
- Experience with customer support software and CRM systems.
- Ability to manage multiple priorities and delegate tasks effectively.
- Strong organizational and time management skills.
- Proficient in data analysis and reporting.
- Knowledge of best practices in customer service and support.
- Familiarity with technical product troubleshooting.
- Ability to work collaboratively with cross-functional teams.
- Experience with developing and implementing support protocols and procedures.
- Strong mentorship and leadership skills.
- Commitment to confidentiality and handling sensitive information with care.
- Availability for after-hours support rotation as needed.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Knowledge of service level agreements (SLAs) and compliance requirements.

- Monitor, track, and resolve escalated customer support cases promptly.
- Collaborate with frontline support teams to address complex customer issues.
- Prioritize and delegate cases based on team members' expertise and workload.
- Act as the main contact for high-priority customer escalations.
- Analyze customer feedback and support trends to identify root causes.
- Develop strategies to prevent recurring support issues.
- Mentor and guide support team members handling difficult cases.
- Maintain detailed documentation of escalated cases and resolutions.
- Communicate with customers to manage expectations and provide updates.
- Coordinate with cross-functional teams to resolve technical issues.
- Conduct review meetings with support teams to discuss ongoing escalations.
- Create and update support escalation protocols and best practices.
- Monitor key performance indicators (KPIs) for customer support and escalations.
- Prepare and present reports on escalation metrics to senior management.
- Ensure compliance with company policies and service level agreements (SLAs).
- Assist in improving customer support processes and tools.
- Conduct training sessions on escalation procedures and customer service techniques.
- Handle sensitive customer information with confidentiality and care.
- Participate in after-hours support rotation for critical escalations.

The ideal candidate for the Customer Support Escalation Manager role is an experienced professional with a minimum of 5 years in customer support and at least 2 years in an escalation management or supervisory capacity. With a Bachelor's degree in Business, Information Technology, or a related field, this individual possesses robust problem-solving and analytical skills, paired with exceptional communication and interpersonal abilities. They are adept at managing high-pressure situations and complex customer escalations, demonstrating a calm and decisive approach. Proficiency with customer support software and CRM systems is essential, as is the ability to analyze data and generate insightful reports. The candidate excels in prioritizing and delegating tasks effectively, showing strong organizational and time management prowess. They lead with a mentorship mindset, fostering team development and cohesion while ensuring confidentiality and compliance with company policies. Possessing a high technical aptitude, they are skilled in troubleshooting and collaborating with cross-functional teams to resolve intricate issues. Their customer-centric focus drives their commitment to preventing recurring problems and enhancing support processes. Additionally, the ideal candidate is adaptable, proactive, and resilient, thriving in a dynamic environment while maintaining a strategic vision for long-term solutions. Above all, they are dedicated to continuous improvement, ethical standards, and inspiring trust and confidence in both team members and customers through empathetic and effective communication.

- Monitor escalated customer support cases and ensure timely resolution.
- Collaborate with frontline support teams to identify and address complex customer issues.
- Prioritize and delegate cases to appropriate team members based on expertise and workload.
- Serve as the primary point of contact for high-priority customer escalations.
- Analyze customer feedback and support trends to identify root causes of issues.
- Develop and implement strategies to prevent recurring issues.
- Provide mentorship and guidance to support team members on handling difficult cases.
- Maintain detailed documentation of escalated cases and their resolutions.
- Communicate effectively with customers to manage expectations and provide updates.
- Coordinate with cross-functional teams, including product development, engineering, and quality assurance, to resolve technical issues.
- Conduct regular review meetings with support teams to discuss ongoing escalations and resolutions.
- Create and update support escalation protocols and best practices.
- Monitor key performance indicators (KPIs) related to customer support and escalations.
- Prepare and present reports on escalation metrics and trends to senior management.
- Ensure compliance with company policies and service level agreements (SLAs).
- Assist in the continuous improvement of customer support processes and tools.
- Conduct training sessions for support staff on escalation procedures and customer service techniques.
- Handle sensitive customer information and data with confidentiality and care.
- Participate in after-hours support rotation as needed to manage critical escalations.

- Strong leadership and mentorship capabilities
- Exceptional problem-solving and analytical thinking
- Excellent communication and interpersonal skills
- Ability to manage and prioritize multiple tasks simultaneously
- High tolerance for high-pressure and high-stress situations
- Customer-centric mindset with a focus on delivering solutions
- Strong attention to detail and thoroughness in documentation
- Collaborative and team-oriented approach
- Decisive and proactive in addressing issues
- High level of technical aptitude and familiarity with troubleshooting
- Adaptability to rapidly changing environments and priorities
- Confidence in presenting findings and solutions to senior management
- Commitment to continuous improvement and learning
- Strong ethical standards and commitment to confidentiality
- Ability to inspire trust and confidence in team members and customers
- Resilience and patience in handling difficult customer interactions
- Strategic thinking with a focus on long-term solutions
- High degree of empathy and understanding of customer needs
- Excellent organizational and time management skills
- Proficiency in data analysis and leveraging insights to drive decisions

- Competitive salary range
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company matching
- Paid time off (PTO) and holidays
- Work-from-home flexibility and remote work options
- Professional development and training opportunities
- Tuition reimbursement programs
- Employee assistance programs (EAP)
- Wellness programs and fitness reimbursements
- Life insurance and disability coverage
- Flexible spending accounts (FSAs) and health savings accounts (HSAs)
- Parental leave and family support benefits
- Employee discount programs
- Collaborative and inclusive company culture
- Opportunities for career advancement and internal mobility