Escalation Manager Job in Pune at Cornerstone

Cornerstone is hiring for the role of Escalation Manager!

Responsibilities of the Candidate:

• Manage critical situations from initial contact through resolution, ensuring a high level of customer satisfaction and experience.
• Act as a point of escalation for support team members when they encounter complex or sensitive customer issues that require a higher level of intervention.
• Collaborate with the technical support, product, and engineering teams to coordinate the appropriate resources necessary to resolve escalated problems.
• Provide regular updates to customers as well as internal executive leadership on the status of their issues, maintaining transparency and building trust through proactive communication.
• Manage support health of strategic accounts to contribute towards customer retention and upsell opportunities.
• Analyze patterns and trends in escalations to recognize systemic issues and collaborate with the relevant departments to implement long-term solutions.
• Document all aspects of the escalation process, including customer interactions, steps taken towards resolution, and lessons learned post-resolution.
• Share feedback to all relevant internal teams with lessons learned after the Critical Escalation is closed.
• Represent the voice of the customer within the organization, providing insights and feedback to help shape product improvements and customer support enhancements.
• Provide coaching and training to customer support staff on escalation procedures and best practices for handling difficult customer situations.

Requirements: 

• Bachelor's degree or equivalent practical experience in a related field
• Experience in customer service, support, or a similar role with a track record of effectively handling escalations
• Strong leadership skills and the ability to make quick decisions in high-pressure situations
• Exceptional communication and interpersonal skills, capable of engaging with customers and internal teams at all levels
• Excellent analytical and problem-solving skills, with the ability to think strategically about customer issues and the overall impact on the business
• Experience coordinating cross-functional efforts to resolve complex issues in a timely manner
• Knowledge of customer support technologies, CRM systems, and support ticketing platforms
• Familiarity with technical concepts such as AWS, REST/SOAP APIs, DB Query executions etc. Splunk log analysis etc.
• A customer-oriented mindset with a passion for delivering exceptional customer experiences
• Project Management skills coupled with a high-velocity execution style
• A sense of urgency and persistence coupled with a calm and empathetic demeanour