Escalation Manager

September 5

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Confluent

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Artificial Intelligence • SaaS • Cloud Computing

Confluent is a company that specializes in data streaming platforms which turn real-time data events into actionable outcomes. Their solutions enable the development of intelligent, real-time applications, empowering teams and systems to respond to data instantly. Confluent builds a new data category that impacts the real world by providing the infrastructure for real-time data streaming, which is recognized and partnered with major tech companies like Google Cloud and Microsoft. The company maintains a remote-first culture, hiring talent from over 25 countries, and values diversity and inclusivity in their workplace.

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

☁️ SaaS

💰 Secondary Market on 2021-06

📋 Description

• Support customers who use Confluent's cloud and on-prem products through escalation and incident management processes. • Directly impact resolution time, customer satisfaction, and continuous improvement. • Quickly review and understand all information related to a customer escalation at a high level. • Coordinate large cross-functional teams via internal and customer-facing calls. • Successfully acquire technical status and next steps from the various technical teams. • Identify open action items and owners for tracking until closure. • Summarize the problem, business impact, technical efforts, and next steps in an executive summary format. • Ensure the customer’s voice is heard throughout the escalation process and advocate for the customer. • Set correct expectations and drive relief and resolution through effective communication. • Provide regular status updates for all escalated issues internally and externally. • Execute a seamless transfer of escalated situations into and out of your region. • Ensure the collective team adheres to all escalation and incident response processes.

🎯 Requirements

• 2+ years of experience in Escalation Management, Product Support, Incident Response, or other customer-facing roles. • Strong written and verbal communication skills. • Experience coordinating and facilitating the resolution of complex problems. • Ability to understand complex technical products at a high level. • Excellent collaboration skills and experience. • You are a problem solver who naturally jumps in to help others. • You handle stressful problems with empathy and a steady response. • Comfortable working in a customer-focused environment. • A basic understanding of Confluent products and related technologies.