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Support Escalation Manager
A company is looking for a Support Escalation Manager responsible for executing customer service strategies and managing the performance of the Support Escalation team. Key Responsibilities Manage Tier 3 and 4 support department, including recruitment, training, and performance evaluation Coordinate documentation of policies and procedures while implementing member service standards and KPIs Facilitate internal knowledge sharing and oversee support participation in the product release process Required Qualifications Technical experience with Tessitura software and products in an operational/business context Proven leadership and coaching abilities Strong time and project management skills Ability to analyze processes and develop effective solutions Commitment to exceptional service for members and staff
A company is looking for a Support Escalation Manager responsible for executing customer service strategies and managing the performance of the Support Escalation team.
Key Responsibilities
Manage Tier 3 and 4 support department, including recruitment, training, and performance evaluation
Coordinate documentation of policies and procedures while implementing member service standards and KPIs
Facilitate internal knowledge sharing and oversee support participation in the product release process
Required Qualifications
Technical experience with Tessitura software and products in an operational/business context
Proven leadership and coaching abilities
Strong time and project management skills
Ability to analyze processes and develop effective solutions
Commitment to exceptional service for members and staff