Department : Operations.

Employment Type : Full Time.

Location : India.

Description:

- Shape the Future of Work with Eptura.

- At Eptura, we're not just another tech company-we're a global leader transforming the way people, workplaces, and assets connect.

- Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world.

- Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.

Job Description:

- The Global Escalation Manager (GEM) is responsible for managing complex customer escalations and driving resolution plans effectively.

- This role ensures that critical customer issues are addressed promptly and efficiently, leveraging the expertise of Escalation Managers and other key stakeholders.

- The GEM process aims to enhance customer satisfaction by providing a structured approach to escalation management.

Responsibilities:

- Prioritize and drive escalations to ensure visibility, traction, and ultimate resolution.

- Create and maintain clear and detailed action plans, following through with complete documentation to issue resolution.

- Maintain detailed records of each escalation and the resolution process.

- Conduct meetings to address escalated issues with customers.

- Drive progress and interlock with all internal Eptura teams to assure resolution.

- Keep necessary service teams informed with status, meeting schedules, and action plans.

- Provide regular updates to internal and external stakeholders as well as executive leadership.

- Lead escalation retrospectives to identify learnings and insights across departments that prevent future escalations.

- Identify areas for improvement and streamline escalation processes.

- Identify gaps in processes and concerns that impact rapid resolution and work closely with leadership to close these gaps.

About You:

- Act with a sense of urgency with hands on experience at a SaaS based organization.

- Experienced Support professional with a balanced skillset in technical, process, and project leadership.

- Ability to assess the urgency and impact of each escalation, prioritizing accordingly.

- Proven track record in managing complex customer escalations.

- Strong communication and interpersonal skills.

- Ability to collaborate with internal and external stakeholders.

- Experience in creating and managing detailed action plans for escalations.

- Ability to prioritize and drive escalations to ensure visibility, traction, and resolution.

- Able to navigate ambiguity and make decisions on when to adjust course if existing processes are ineffective.

- Strong ability to influence and collaborate with others.

- Excellent communication and time management skills.

- Experience with Salesforce, Jira, Confluence, or comparable systems.

- Ability to work under pressure and meet deadlines 8.

- Proactive in identifying areas for improvement and streamlining processes.

- Problem-solving and analytical skills.

- Attention to detail and accuracy.

- Ability to adapt to change and work independently.