Escalation Manager

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

An Escalation Manager plays a crucial role in maintaining and enhancing customer satisfaction by overseeing the resolution of complex and high-priority issues. This position requires excellent problem-solving and communication skills to coordinate between different departments, ensuring timely and effective solutions for escalated concerns. The Escalation Manager monitors the escalation process, implements strategies to prevent future issues, and provides detailed reports to stakeholders, helping to continuously improve service quality and operational efficiency. Ideal candidates possess a strong background in customer service and a proactive approach to managing conflicts and challenges.

- Bachelor's degree in Business Administration, Information Technology, or a related field.
- 5+ years of experience in a customer support or escalation management role.
- Proven track record of managing and resolving complex customer issues.
- Strong analytical skills with the ability to identify root causes and implement effective solutions.
- Excellent communication skills, both written and verbal.
- Ability to work under pressure and handle high-impact situations with composure.
- Strong organizational and time-management skills.
- Proficiency with customer relationship management (CRM) systems and tracking tools.
- Experience in coordinating cross-functional teams.
- Ability to train and mentor team members.
- Strong customer empathy and commitment to delivering excellent service.
- Proficiency in data analysis and report preparation.
- Experience with process improvement methodologies such as Six Sigma or Lean.
- Ability to identify trends and proactively suggest preventive measures.
- Familiarity with technical support processes and escalation procedures.
- Proven ability to prioritize tasks and manage multiple responsibilities.
- Strong problem-solving skills and attention to detail.
- Proficiency in using knowledge base and documentation tools.
- Hands-on experience with key performance metrics and monitoring tools.
- Flexibility to adapt to changing priorities and demands.
- Ability to work independently and as part of a team.

- Monitor and review active escalations for timely progression and resolution.
- Coordinate information gathering with team members across various departments.
- Analyze complex customer issues to identify root causes.
- Develop and implement action plans for escalation resolution.
- Communicate updates and gather details from customers as needed.
- Prepare and present detailed escalation reports to senior management.
- Conduct follow-up meetings to ensure issues are fully resolved.
- Document escalations, actions taken, and outcomes in the tracking system.
- Provide guidance and support to frontline support teams on escalation handling.
- Identify trends in escalations to suggest process improvements.
- Collaborate with Product, Engineering, and Operations teams to address systemic problems.
- Conduct post-resolution reviews for customer satisfaction and learning points.
- Train and mentor team members on escalation management best practices.
- Participate in regular team meetings to review ongoing issues and share insights.
- Maintain customer empathy and professionalism throughout the resolution process.
- Handle high-impact and high-visibility situations with composure and efficiency.
- Ensure stakeholders are informed of progress and potential delays.
- Update the knowledge base with lessons learned from escalations.
- Monitor and report key metrics related to escalation handling and resolution times.
- Drive initiatives for continuous improvement of escalation management processes.

The ideal candidate for the Escalation Manager role is a seasoned professional with a Bachelor's degree in Business Administration, Information Technology, or a related field, complemented by at least 5 years of experience in customer support or escalation management. They possess a proven track record of resolving complex customer issues and demonstrate strong analytical skills with the ability to identify root causes and implement effective solutions. Exceptional communication skills, both written and verbal, are paramount, as is the ability to maintain composure and professionalism under pressure, especially in high-impact, high-visibility situations. The candidate is highly organized, practices excellent time-management, and is adept at coordinating cross-functional teams to gather necessary information and develop action plans. Strong customer empathy and a commitment to delivering superior service are essential, along with proficiency in CRM systems, data analysis, and report preparation. They bring hands-on experience with key performance metrics and possess a continuous improvement mindset, familiar with methodologies like Six Sigma or Lean. Additionally, the ideal candidate is a proactive, self-motivated problem solver, who excels at prioritizing tasks and mentoring team members. They exhibit a detail-oriented mindset, adaptability to changing priorities, and the resilience to navigate stressful environments seamlessly. Their strong interpersonal skills, collaborative nature, and dedication to customer satisfaction set them apart as the perfect fit for this role.

- Monitor and review active escalations to ensure timely progression and resolution.
- Coordinate with team members across various departments to gather necessary information.
- Analyze complex customer issues and identify the root cause.
- Develop and implement action plans to address and resolve escalations.
- Communicate with customers to provide updates and gather additional details as needed.
- Prepare and present detailed escalation reports to senior management.
- Conduct follow-up meetings with involved parties to ensure issues are fully resolved.
- Document all escalations, actions taken, and outcomes in the tracking system.
- Provide guidance and support to frontline support teams on escalation handling.
- Identify trends in escalations to suggest process improvements and prevent future issues.
- Collaborate with Product, Engineering, and Operations teams to address systemic problems.
- Conduct post-resolution reviews to ensure customer satisfaction and identify learning points.
- Train and mentor other team members on best practices for managing escalations.
- Participate in regular team meetings to review ongoing issues and share insights.
- Maintain a high level of customer empathy and professionalism throughout the resolution process.
- Handle high-impact and high-visibility situations with composure and efficiency.
- Ensure all stakeholders are informed of progress and any potential delays.
- Utilize and update knowledge base with lessons learned from escalations.
- Monitor and report on key metrics related to escalation handling and resolution times.
- Drive initiatives for continuous improvement of escalation management processes.

- Strong problem-solving aptitude
- Exceptional communication skills
- High level of customer empathy
- Ability to work well under pressure
- Detail-oriented mindset
- Strong organizational skills
- Proactive and self-motivated
- Collaborative team player
- Strong analytical abilities
- High level of professionalism
- Excellent time-management skills
- Ability to handle high-impact situations
- Resilient and composed in stressful environments
- Proficiency with CRM systems
- Strong mentoring abilities
- Continuous improvement mindset
- Ability to prioritize effectively
- Flexibility and adaptability
- Strong interpersonal skills
- Commitment to delivering excellent customer service

- Competitive salary range
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off, including vacation, sick days, and holidays
- Flexible working hours
- Remote work options
- Professional development and training opportunities
- Tuition reimbursement programs
- Employee assistance program
- Wellness programs and gym membership discounts
- Life and disability insurance
- Performance-based bonuses and incentives
- Recognition and reward programs
- Collaborative and inclusive work environment
- Opportunities for career advancement and growth
- Parental leave policies
- Transportation and commuting allowances
- Employee referral bonus programs
- Access to company-sponsored events and activities