Escalation Manager (Swing Shift)

Responsibilities

• Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
• Facilitate any high priority incidents that occur and act as the primary point of contact to the customer
• Manage communications to customers and internal executive teams during product incidents
• Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution.
• Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
• Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams
• Build strong relationships with key customer stakeholders to restore confidence and trust during escalations
• Proactively communicate status updates and resolution plans to customers and internal teams
• Ensure customer feedback from escalations is documented and shared with relevant stakeholders
• Gain a deep understanding of Ping’s products and services to effectively address technical issues

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