Own account-aligned customer incidents end-to-end, manage customer and internal stakeholder expectations, provide clear status updates, and represent the company independently in complex issue resolution. Model best practices and mentor team members on handling moderate to highly complex escalation cases.
Responsibilities
Partner with engineering, operations, and stakeholder teams to engage the right resources and drive timely resolution of escalated customer issues; act as a subject matter expert on escalation protocols and remove barriers to resolution. Build strong relationships across internal teams and leadership, proactively communicate complex issues and solutions, and influence teams to accelerate resolution outcomes. Lead or contribute to cross-regional and cross-functional initiatives and strategic projects to improve resolution times, customer satisfaction, and overall support experience. Identify trends, systemic issues, and process breakdowns through postmortems and customer feedback; create executive summaries and drive process and capability improvements.
Required Qualifications
Bachelor's degree in technology, business, or a related field with 4+ years of relevant experience, or 7+ years of relevant industry experience in lieu of a degree.
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page