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3.7

based on 15 Reviews

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13 Fivetran Jobs

Escalation Manager

Fivetran

 · 

3.7

 based on 15 Reviews

4-7 years

Bangalore / Bengaluru

1 vacancy

Escalation Manager

Fivetran

posted 4hr ago

Job Role Insights

Flexible timing

Key skills for the job

Writing Content Zendesk CRM Leadership Escalation Management Escalations

Job Description

  • Were looking for an experienced and proactive Support Escalation Manager to join our dynamic Fivetran Support team
  • As a Support Escalation Manager, you will be responsible for overseeing and coordinating the resolution of escalated customer support issues
  • Your primary objective will be to ensure customer satisfaction by effectively managing and resolving complex technical issues within established timelines
  • The ideal candidate should have a minimum of three years of experience in a similar role, possess exceptional communication and problem-solving skills, and have a proven track record of managing support escalations

  • Technologies Youll Use
  • Zendesk
  • SupportLogic
  • Height
  • Looker
  • BackStage
  • What Youll Do
  • Manage and lead a team of support engineers responsible for handling escalated customer support cases
  • Serve as the main point of contact for customers with critical or complex issues, providing timely updates and driving issue resolution
  • Collaborate closely with cross-functional teams, including engineering, product management, and customer success, to address customer concerns and ensure timely resolution
  • Prioritize and triage escalated cases based on severity, impact, and urgency, ensuring appropriate resources are allocated for timely resolution
  • Monitor and track progress on escalated cases, providing regular updates to customers and stakeholders
  • Identify trends and patterns in escalated cases and provide recommendations for process improvements and product enhancements
  • Develop and maintain strong relationships with key customers, serving as their advocate within the organization
  • Analyze customer feedback and customer satisfaction metrics to identify areas of improvement and develop action plans accordingly
  • Provide guidance, mentorship, and support to team members, fostering their professional growth and development
  • Stay updated on industry best practices and emerging technologies related to customer support, incorporating them into daily operations
  • Be prepared to work beyond standard hours, including evenings and occasionally weekends, to address customer needs and resolve critical issues
  • Demonstrate flexibility in adjusting your work schedule to meet customer requirements and business demands
  • Skills Were Looking For
  • Minimum of five years of experience in a support escalation management role or similar capacity
  • Strong technical aptitude and the ability to understand complex technical issues and articulate them to both technical and non-technical stakeholders
  • Proven experience in managing and resolving support escalations in a fast-paced environment
  • Exceptional problem-solving and analytical skills, with the ability to think strategically and provide innovative solutions
  • Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and executives
  • Strong leadership qualities, with the ability to motivate and inspire a team to achieve common goals
  • Ability to work well under pressure and manage multiple priorities simultaneously
  • Bonus Skills
  • Experience with customer support software, ticketing systems, and CRM tools including Zendesk, Supportogic and Height
  • 1Team1Dream mentality

    • Employment Type: Full Time, Permanent

    Read full job description

    Prepare for Escalation Manager roles with real interview advice

    What people at Fivetran are saying

    Escalation Manager salary at Fivetran

    reported by 2 employees with 9 years exp.
    ₹30.7 L/yr - ₹39.2 L/yr
    372% more than the average Escalation Manager Salary in India
    View more details

    What Fivetran employees are saying about work life

    based on 15 employees
    82%
    82%
    91%
    100%
    Flexible timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Fivetran Benefits

    Submitted by Company
    Work-life balance
    Time for yourself
    RSU's
    Parental leave
    Submitted by Employees
    Work From Home
    Job Training
    Free Transport
    Child care
    Gymnasium
    Cafeteria +6 more
    View more benefits

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    Bangalore / Bengaluru  (1)
    Bengaluru/Bangalore, Karnataka Office
    Indiqube Lakeside, 80/2, Outer Ring Rd, Green Glen Layout, Bellandur Bengaluru/Bangalore, Karnataka
    560103

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