Escalation Manager

**Overview***:
We are seeking a highly skilled and experienced Escalation Manager to join our dynamic team. The Escalation Manager will act as the key liaison between our Customer Success Managers (CSMs) and the Engineering and Product teams. The primary responsibility of this role is to manage and resolve complex customer issues that require advanced technical expertise, ensuring timely resolution and maintaining high levels of customer satisfaction. You will also, from time to time, be required to join client escalation calls where relevant.

**Key Responsibilities**:

- ** Platform + Ecosystem Expert**: Develop deep knowledge of the Full Fabric platform and its inner workings from a technical and user perspective. Understand the broader ecosystem surrounding the Full Fabric ecosystem.
- ** Manage Escalations**: Handle 2nd/3rd line support escalations from CSMs, providing expert assistance to resolve complex technical issues.
- ** Coordinate Solutions**: Work closely with Engineering and Product teams to investigate, troubleshoot, and resolve escalated issues.
- ** Incident Management**: Serve as Incident Response Manager to oversee high-priority incidents, ensuring efficient and effective resolution, and communicating progress and outcomes to stakeholders.
- ** Root Cause Analysis**: Conduct thorough root cause analysis for recurring issues and work with relevant teams to implement preventative measures.
- **Customer Communication**: Working with CSMs, maintain clear and professional communication with customers throughout the escalation process, providing regular updates and ensuring their concerns are addressed promptly.
- ** Process Improvement**: Develop and refine escalation processes to improve efficiency and response times, and provide feedback to enhance overall service quality.
- ** Documentation**: Ensure all escalations and resolutions are well-documented and maintain detailed records for future reference.
- ** Training and Mentorship**: Provide training and guidance to CSMs on handling and identifying potential escalations.

**Qualifications and Experience**:

- ** Education**: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- ** Experience**: Minimum of 5 years in a technical support role, with at least 2 years in an escalation management or similar capacity. Proven experience in managing complex technical issues and working with cross-functional teams.
- ** Technical Skills**: Strong understanding of software development and IT infrastructure. Proficiency in troubleshooting complex software and technical issues. Familiarity with customer support software and CRM systems.
- ** Soft Skills**: Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Ability to work under pressure and manage multiple priorities. Exceptional organisational and time management skills.

**Key Competencies**:

- ** Customer Focus**: Demonstrated commitment to providing excellent customer service and enhancing customer satisfaction.
- ** Collaboration**: Ability to work collaboratively with different teams and stakeholders to achieve common goals.
- ** Analytical Thinking**: Strong analytical skills to identify issues, analyse data, and develop effective solutions.
- ** Leadership**: Ability to lead and mentor junior team members and drive process improvements.

**What We Offer**:

- ** Competitive Salary**: We understand the value of top talent and are committed to offering market-leading compensation packages that reflect the expertise and value our team members bring to our company.
- ** Remote Flexibility**: We offer a flexible work environment that supports both remote work and the option to collaborate in-person for those near our offices. Our focus is on high-quality work and effective team interaction, ensuring a balance that doesn't compromise our standards or teamwork. We promote a healthy work-life balance, embracing the passion for our work within a flexible framework.
- ** Comprehensive Health Insurance**: Your well-being is our priority. That's why we offer comprehensive health insurance to all our team members, ensuring you are protected and have access to the best healthcare options.
- ** Home Office Budget**: We want you to have the most comfortable and productive work environment, even at home. Full Fabric provides a budget to help you set up your home office, ensuring you have the setup you need to excel.
- ** Professional Growth**: At Full Fabric, we're committed to your professional development. You'll have opportunities to attend industry conferences, participate in training programs, and access a wealth of resources to help you grow in your career and stay ahead in the field.
- ** A Culture of Excellence and Innovation**: Join a team of forward-thinkers who are passionate about making a difference in education. Our culture fosters innovation, encourages collaboration, and suppo