Support Escalation Manager

3 semanas atrás

Lisboa, Portugal Microsoft Tempo inteiro

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The GetHelp team is looking for customer obsessed, analytical, and people first leader to join our team. The GetHelp Services team specifically assumes project management of complex, multi-workload escalations and drives them to resolution. This team collaborates closely with the Engineering Business Groups, Technical Support teams in CSS, CELA and Account Teams to prevent recurring escalations by identifying and working to resolve systemic issues. The GetHelp team’s ultimate goals are providing a world class reactive Customer support experience driving swift resolution while identifying proactive opportunities to reduce escalations driving improvements to improved Customer/Service Health.

This role is flexible in that you can work up to 50% 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.

**Responsibilities**:
Key activities include:

- Attract/Lead/Manage/Inspire/Develop a team of Escalations Relationship Managers local and remote.
- Support/Lead engagement on Microsoft’s most technically complex, mission critical or politically hot customer issues, driving ownership of issues through resolution.
- Advocate for Microsoft at customer CXX levels providing world class customer service.
- Provide coaching/mentoring assistance up to and including Executive level to internal stakeholders.
- Execute management of priorities providing business continuity and risk mitigation.
- Drive insights and improvements across stakeholders and executives to impact change to positively impact customer health
- Deliver World class Customer support experience
- Coach/Mentor/support others to drive swift issue mitigation for our customers for active support escalations
- Collaborate effectively to solve internal/external customer issues improving processes to provide enhanced Customer experience.
- Drive employee morale, engagement, and motivation through effective leadership
- Support direct reports in achieving their individual performance goals and career aspirations, relationships, and collaboration
- Build and sustain positive and effective partnerships with internal stakeholders
- Identify/develop innovative support process solutions to simplify and drive efficiency
- Improve the overall effectiveness of the global organization, participating in global business initiatives

**Qualifications**:
Required Qualifications:

- Related experience as a manager of people
- Experience in direct customer interaction and customer obsession.
- Excellent interpersonal, written and verbal communication skills (Cxx level)
- Problem solving skills
- Strong cross-group collaborator, building/extending relationships

Additional / Preferred:

- Demonstrated ability to lead teams located across EMEA
- Bachelor’s Degree (B.S./B.A.) Business or Computer Science (preferred)
- Breadth knowledge of Microsoft products/services/programs and policies
- Ability to effectively influence without authority

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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