About the Role
The role involves leading the escalation management function for a telecom-focused Managed Service Provider, overseeing critical customer issues, driving accountability across departments, and improving resolution processes to maintain service excellence.
Responsibilities
- Lead the end-to-end escalation lifecycle for high-priority client incidents
- Serve as the primary point of contact for critical customer issues
- Coordinate responses across technical, operational, and account teams
- Ensure timely resolution of service disruptions and performance concerns
- Analyze root causes of recurring escalations
- Develop strategies to reduce escalation volume over time
- Maintain detailed documentation of escalation events and outcomes
- Report escalation metrics and trends to executive leadership
- Collaborate with product teams to address systemic service issues
- Drive process improvements in escalation handling procedures
- Establish escalation protocols and response time standards
- Train support staff on escalation prevention and management
- Monitor service level agreements during active escalations
- Advocate for customer needs within internal operations
- Improve communication workflows during crisis events
- Ensure compliance with regulatory and contractual obligations
- Manage relationships with key client stakeholders during outages
- Lead post-mortem reviews after major incidents
- Implement feedback loops from escalations into service design
- Balance technical resolution with customer experience priorities
- Escalate internal blockers to appropriate leadership when needed
- Maintain a centralized dashboard for escalation tracking
- Support account teams during contract renewals tied to service history
- Promote a culture of accountability and urgency
- Align escalation practices with overall service delivery goals
Compensation
Competitive salary and benefits package
Work Arrangement
Remote
Team
Part of the Managed Service Provider support leadership team
Why This Role Matters
This position plays a crucial role in maintaining trust with high-value clients by ensuring their most urgent issues are resolved efficiently and professionally. The leader in this role directly influences customer retention and service reputation.
Growth Opportunity
The role offers a path to shape escalation strategy at an organizational level, with potential to expand team structure and influence service delivery standards across the company.
Not specified
