Manager, Escalation Management

October 1

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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

• Take accountability for direct reports and team members located across the EMEA, APAC, and AMER regions, fostering effective collaboration and regular interaction with employees in each region to ensure seamless execution of escalation management responsibilities. • Lead, coach, and develop a team of Escalation Managers, ensuring high performance, engagement, and professional growth. • Oversee and prioritise the handling of customer escalations and incidents, driving team accountability for resolution time and customer experience. • Foster a culture of empathy, problem-solving, and continuous improvement across the team. • Monitor trends, root causes, and metrics related to escalations; recommend and implement process improvements to drive operational efficiency and better outcomes. • Act as a senior escalation point for critical incidents, ensuring swift resolution and effective communication with customers and internal teams. • Guide team members in coordinating large cross-functional efforts, both internally and with customers, ensuring effective communication and executive-level reporting. • Collaborate closely with Product Support, Engineering, Customer Success, and other stakeholders to advocate for customer needs and drive systemic improvements. • Facilitate regular review and knowledge-sharing sessions to keep the team informed of technical updates, best practices, and lessons learned. • Ensure adherence to and evolution of escalation and incident response processes; oversee seamless execution of regional and global transitions. • Manage scheduling, including coverage for weekends and holidays, to guarantee 24/7 support continuity.

🎯 Requirements

• Proven track record in Technology leadership with specific experience in managing teams in the area of Escalation Management, Technical Support, Incident Response, or related customer-facing leadership roles. • Proven team leadership and people management experience, including hiring, coaching, and performance management. • Strong written and verbal communication skills, with the ability to influence and lead cross-functional groups. • Demonstrated ability to analyse complex technical issues and guide teams toward effective solutions. • Experience developing and driving process improvements within a technical support or escalation environment. • Excellent collaboration skills, with a track record of building relationships and advocating for customers both internally and externally. • Steady, empathetic approach to stressful and high-impact situations. • Working knowledge of Confluent products and related technologies is preferred.

🏖️ Benefits

• Belonging isn’t a perk here. It’s the baseline. • We work across time zones and backgrounds, knowing the best ideas come from different perspectives. • We make space for everyone to lead, grow, and challenge what’s possible. • We're proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.