Customer Support Escalation Lead

Job Summary

A company is looking for a Customer Support Escalation Lead.

Key Responsibilities

• Manage and resolve complex customer issues escalated from frontline support
• Collaborate with teams to address escalated issues related to the Group Rate Internet Project and support Customer Success Managers
• Monitor client communication channels and maintain detailed records of escalated cases

Required Qualifications

• 5+ years of experience in customer support or a related role, with 2+ years in escalation management or supervisory roles
• Familiarity with technical product troubleshooting and customer support software, including Salesforce
• Knowledge of best practices in customer service and support protocols
• Proficiency in data analysis and reporting to identify trends and present metrics
• Understanding of service level agreements (SLAs) and compliance requirements