- Professional
- Office in Gurugram
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.
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.
- Bachelor's or Master's degree
- 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
Benefits
- Health insurance fully paid–Spouse, children, and Parents
- Accident insurance fully paid
- Flexible working allowance
- 25 days holidays
- 7 paid sick days
- 10 public holidays
- Employee Assistance Program
Eptura Information
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- Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
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