The Role
At the B2B Commercial Team, we build and scale Nord Security’s global business partnerships.
If you're a strategic thinker with a knack for building high-impact relationships, step into the team turning cybersecurity solutions into business-critical growth drivers for companies worldwide.
Your impact? Empowering organizations across the globe to secure their digital futures.
As the Escalations Manager, you will serve as one of the primary points of contact for internal knowledge about our product offering and customer-experience-related processes. This role requires a blend of technical expertise, problem-solving acumen, analytical mindset, and exceptional communication skills to ensure customer concerns are addressed effectively while maintaining operational excellence. You will work cross-functionally with other internal teams to identify root causes, propose solutions, and help implement process improvements that enhance the overall customer experience.
Main Responsibilities:
- Review daily priorities and take appropriate action to ensure results are achieved
- Own and manage the lifecycle of customer escalations from intake to resolution
- Develop and refine escalation processes and workflows to enhance efficiency and reduce future incidents
- Engage in regular process mapping activities to better understand and handle full customer experience operations scope
- Collaborate with L2 support, engineering, product, and other teams to document all new issues and their resolutions, but also to maintain the current knowledge base
- Work closely with product teams to understand and give input into product changes relating to the customer experience department
- Serve as a customer advocate by ensuring escalated concerns are heard, understood, and addressed
- Analyze recurring escalation trends to identify root causes and areas for improvement
- Provide regular reporting on escalations, including metrics, trends and present findings and recommendations to senior leadership for strategic decision-making
- Monitor customer feedback about products or services to identify potential issues before they become problems
Core Requirements:
- 2+ years in a customer support, technical support, or escalation management role, preferably in a SaaS and/or cybersecurity environment
- Excellent written and spoken English skills
- Strong stakeholder management skills
- Demonstrated understanding of common customer service tools and processes (Atlassian suite, Zendesk, etc.)
- Familiarity with SaaS platforms, cybersecurity technologies, and enterprise IT environments
- Strong problem-solving skills with attention to detail
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Experience in managing cross-team projects to completion
Salary Range:
- Gross Salary 2320 - 3810 EUR/Month.
About Us Nord Security is a global leader in internet privacy and security solutions and Lithuania’s second tech unicorn. Established in 2012, Nord Security now has more than 1400 employees and serves millions of users worldwide. Our team has a global mission to shape a more secure and peaceful online future for people everywhere. With that in mind, we built several advanced cybersecurity solutions: NordVPN, NordLayer, NordLocker, NordPass, NordProtect, NordStellar, and Saily. And we’re always looking to expand our team of: • Future shapers • Restless achievers • Self-movers • Honest communicators • Team players What We Offer • Access to Nord Security products. We build solutions used by millions of users worldwide, and you’ll get to experience our products firsthand; • Professional growth. Internal and external events, online training, conferences, books - everything you need to reach full potential; • Health benefits. Private health insurance, online and on-site workouts, consultations to feel and be your best; • Mental wellbeing. Access to mental health tools like Calm, Headspace, and Mindletic. Options for therapy to keep your emotional wellbeing in check; • Team spirit. Team buildings and parties with games, shows, tastings, food coupons, gifts, and it’s on us; • More free time. Stay with us and additional vacation days will be added to your calendar; • Additional paid leave. Additional days are covered by us in cases of illness or special occasions; • Flexibility. Flexible working time arrangement. Kindly refer to our Privacy Notice for Recruitment Candidates for comprehensive information regarding our data handling procedures throughout recruitment processes: https://bit.ly/3urJdOL
About Us
Nord Security is a global leader in internet privacy and security solutions and Lithuania’s second tech unicorn. Established in 2012, Nord Security now has more than 1400 employees and serves millions of users worldwide. Our team has a global mission to shape a more secure and peaceful online future for people everywhere. With that in mind, we built several advanced cybersecurity solutions: NordVPN, NordLayer, NordLocker, NordPass, NordProtect, NordStellar, and Saily.
And we’re always looking to expand our team of:
• Future shapers
• Restless achievers
• Self-movers
• Honest communicators
• Team players
What We Offer
• Access to Nord Security products. We build solutions used by millions of users worldwide, and you’ll get to experience our products firsthand;
• Professional growth. Internal and external events, online training, conferences, books - everything you need to reach full potential;
• Health benefits. Private health insurance, online and on-site workouts, consultations to feel and be your best;
• Mental wellbeing. Access to mental health tools like Calm, Headspace, and Mindletic. Options for therapy to keep your emotional wellbeing in check;
• Team spirit. Team buildings and parties with games, shows, tastings, food coupons, gifts, and it’s on us;
• More free time. Stay with us and additional vacation days will be added to your calendar;
• Additional paid leave. Additional days are covered by us in cases of illness or special occasions;
• Flexibility. Flexible working time arrangement.
Kindly refer to our Privacy Notice for Recruitment Candidates for comprehensive information regarding our data handling procedures throughout recruitment processes: https://bit.ly/3urJdOL
What We Offer
Innovate with industry leaders
Work alongside global experts to build world-leading cybersecurity tools, impacting millions of users around the world.
Learn & grow
Boost your skills via our extensive training programs (online and offline) & other resources. Benefit from mentorship and career-switch opportunities to grow within the company.
Work in a next-gen Cyber City office
Thrive in our bustling office, featuring ergonomic workspaces, modern meeting rooms, engaging events, and specialty coffee to fuel your day.
Hybrid work
Enjoy the flexibility with 3 office days and working from home for the remaining 2.
Work from anywhere
Recharge with a change of scenery – choose work from any location when you feel a need to power your creativity and drive.
Physical well-being
Boost your health with free-of-charge 24/7 gym access, onsite and online workouts, and consultations led by in-house Physical Well-Being experts.
Mental & emotional health
Nurture your mind with free psychologist consultations, dedicated mental health events, and premium access to top-rated wellness apps like Calm, Headspace, and Mindletic.
Premium healthcare
Receive private health insurance giving you peace of mind for your health needs.
Extra days off
Enjoy additional vacation days off as you grow with us. Plus, get extra days for sick leave, special occasions, or parenting needs.
Joyful moments – special treats
Celebrate life’s big moments with special gifts from us on your birthday, anniversary, and other major events, such as weddings or the arrival of a new family member.
Company events & team-building
Experience iconic Nord Security celebrations, team-buildings, and knowledge-sharing events, nurturing bonds that fuel our success.
Workation
Embark on a legendary company getaway abroad, filled with exciting activities, live concerts, engaging workshops, and epic time together.
Kindly refer to our Privacy Notice for Recruitment Candidates for comprehensive information regarding our data handling procedures throughout recruitment processes: https://bit.ly/40GWyjL
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The Company
What We Do
Nord Security is one of the world’s leading providers of digital security and privacy solutions for businesses and individuals. We are a home for advanced security solutions that share the Nord brand and values. Today, our products are used by millions of customers worldwide and praised by all the major cybersecurity experts and top media outlets. Since 2012, we have been creating and building award-winning products: NordVPN - the fastest VPN on the planet, built to protect your online traffic and privacy with next-generation encryption. NordLayer - an adaptive network access security solution for modern businesses, helping organizations to fulfill scaling and integration challenges. NordPass - a password manager designed with the user in mind, from simplicity to security. Built using zero-knowledge encryption. NordLocker - a powerful end-to-end encryption tool for safely storing and sharing files. Comes with secure cloud storage. Our community of cybersecurity experts, software developers, engineers, data analysts, and other tech professionals share one common goal – create a safe cyber future for everyone. Explore our open positions here: https://nordsecurity.com/careers Or refer a friend or colleague: https://nordsecurity.com/referrals Learn about our Privacy notice for recruitment candidates here: https://bit.ly/3mJFoAy
