Head of Global Escalation Management
Welcome to Atlassian, where we believe in creating innovative software solutions that empower teams to collaborate and achieve their goals. As the Head of Global Escalation Management, you will play a critical role in ensuring our customers have a seamless and positive experience with our products. We are seeking an experienced and driven leader who has a passion for problem-solving and a deep understanding of customer service and technical support. If you are a strategic thinker with excellent communication skills and a proven track record of managing global escalation teams, we want you to join our team and help us continue to deliver exceptional customer experiences.
- Lead and manage a global team of escalation specialists to ensure timely and effective resolution of customer issues and concerns.
- Develop and implement an escalation management strategy that aligns with the company's overall goals and values.
- Monitor and analyze customer feedback and data to identify areas for improvement in the escalation process.
- Collaborate with cross-functional teams to identify root causes of customer escalations and implement solutions to prevent future escalations.
- Develop and maintain strong relationships with key stakeholders, including product teams, to ensure timely and accurate communication and resolution of customer issues.
- Develop and maintain escalation guidelines and procedures to ensure consistency and efficiency in handling customer escalations.
- Identify and implement tools and technologies to streamline the escalation process and improve customer experience.
- Coach and mentor team members to enhance their skills and knowledge in handling complex customer issues.
- Serve as a point of escalation for high-priority and high-impact customer issues, ensuring timely and effective resolution.
- Stay updated on industry trends and best practices in customer service and technical support to continuously improve the escalation management process.
- Prepare and present regular reports to senior management on the performance of the escalation management team and customer feedback.
- Foster a positive and supportive team culture that promotes collaboration, accountability, and continuous improvement.
Extensive Experience In Managing Global Escalation Processes: The Ideal Candidate For This Role Should Have A Minimum Of 5-7 Years Of Experience In Managing Global Escalation Processes, Preferably In A Technology Or Software Company. They Should Have A Deep Understanding Of Escalation Management Methodologies And Be Able To Handle Complex Situations Effectively.
Strong Leadership Skills: As The Head Of Global Escalation Management, This Individual Will Be Responsible For Leading A Team Of Escalation Managers Located In Different Regions Around The World. Therefore, They Should Have Strong Leadership Skills, Including The Ability To Motivate And Guide Team Members, Delegate Tasks, And Make Difficult Decisions When Necessary.
Excellent Communication And Interpersonal Skills: This Role Will Require Frequent Communication With Internal And External Stakeholders, Including Customers, Senior Management, And Cross-Functional Teams. The Ideal Candidate Should Possess Excellent Verbal And Written Communication Skills, As Well As Strong Interpersonal Skills To Build Relationships And Negotiate Effectively.
Technical Knowledge And Understanding: A Strong Technical Background Is Essential For This Role, As The Head Of Global Escalation Management Will Be Responsible For Understanding And Resolving Complex Technical Issues. They Should Have A Good Understanding Of Software Development Processes, Troubleshooting Methodologies, And Experience Working With Various Technologies And Tools.
Crisis Management Experience: This Role Will Involve Managing Critical And High-Profile Escalations, Which May Require The Candidate To Handle Crisis Situations. Therefore, The Ideal Candidate Should Have Previous Experience In Crisis Management, Including The Ability To Remain Calm Under Pressure, Make Quick Decisions, And Effectively Communicate With Stakeholders To Mitigate Risks And Find Solutions.
Process Improvement
Strategic Planning
Project Management
Communication
Problem Solving
Crisis Management
Conflict Resolution
customer service
Decision Making
Relationship Building
Team Leadership
Technical Expertise
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
Interpersonal Skills
flexibility
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Head of Global Escalation Management in Austin, TX, USA is $120,000-$170,000 per year. However, this can vary depending on the specific company, industry, and level of experience of the individual.
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Atlassian Corporation Plc is an Australian enterprise software company that develops products for software developers, project managers, and content management.
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