Incident and Escalation Manager

Strategic role with global responsibilities in driving product supportability and adoption Drive projects and programs with a view to improving customer experience, quicker issue resolution and delivering world class support Develop processes and tools to deliver world-class customer support Work closely with engineering to translate customer feedback into potential fixes/enhancements Mentor and coach teams to groom the next level of technical leadership Achieve team targets for response times, service level, and customer satisfaction and other key performance indicators Collaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiences Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use What we need: At least 12+ years of experience in a Technical Support role Domain expertise in Technical Support, Debugging, Troubleshooting, Programming, and Support Engineering in a SaaS environment Strong customer focus and ability to deliver great customer experiences A track record of meeting and exceeding KPIs and working well in team-based settings High personal productivity and excellent time management Demonstrated ability to troubleshoot technical issues Experience in a B2B supporting an Enterprise or SaaS-based application experience preferred Familiarity with applicant tracking systems, human resources, recruiting, employer branding, and the online recruitment advertising space Familiarity with at least one programming language We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We want you to have ownership and pride in your work and see your works positive impact on your colleagues, our customers, and the world. We believe in providing transparency and support so you can do the best work of your career. We are committed to creating a dynamic and flexible work environment that nurtures the collaborative spirit of our team. Starting February 1, 2024, employees residing near Santa Clara, California, or our Bangalore and Noida offices in India will return to the office twice a week. Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses or commissions.