About this role
About the Role Join the Microsoft Customer Experience and Success (CE&S) organization to drive escalation management and ensure high-quality outcomes for customers. This role focuses on coordinating cross-functional teams to resolve complex issues and accelerate value for clients. What You'll Do
- Manage and coordinate customer support escalations, ensuring timely resolution and clear communication with stakeholders.
- Collaborate with engineering, product, and support teams to identify root causes and deliver preventive actions.
- Track, document, and report on escalation status, SLAs, and customer impact.
- Contribute to knowledge base, playbooks, and process improvements to elevate support quality. What We're Looking For
- Experience in technical support, escalation management, or related fields.
- Strong written and verbal communication, stakeholder management, and problem-solving skills.
- Ability to work cross-functionally in a fast-paced environment; familiarity with Microsoft products is a plus.