Support Escalation Manager

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Advocacy and Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust. Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business.

We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.

Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

• Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues.
• Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues.
• Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution.
• Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution.
• Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners.
• Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues.
• Vendor Relationships: Own and lead relationships with outsource vendors.

• 9+ years of technology industry, customer service, or related experience
• OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience
• OR Master's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
• OR equivalent experience

Prior incident and escalation management experience.

Proficient in C-level stakeholder management.

Portuguese speaking preferred but not required. Spanish an advantage also not required.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to, the Microsoft Cloud Background Check: this position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.