Support Escalation Manager

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

The GetHelp Support Escalation Manager is responsible for handling customer/partner escalations that come to the team through various internal channels. Escalations will require direct customer interaction with the goal of identifying and resolving issues related to Microsoft technology and services, ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require dealing with highly sensitive customers and situations.  

Support Escalation Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving. Support Escalation Managers represent Microsoft by providing world class service and displaying our core principles in all their work.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

As part of the Connected Customer Support Experience (CCSE) in Microsoft CSS (Customer Services and Support), the GetHelp team intakes and resolves cases that come to Microsoft outside of the designed support model. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future. We work across the complete range of Microsoft offerings including software, services and devices. 

The GetHelp Support Escalation Manager is responsible for handling customer/partner escalations that come to the team through various internal channels. Escalations will require direct customer interaction with the goal of identifying and resolving issues related to Microsoft technology and services, ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require dealing with highly sensitive customers and situations.  

Support Escalation Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving. Support Escalation Managers represent Microsoft by providing world class service and displaying our core principles in all their work. 

Responsibilities 

A Support Escalation Manager should be a role with below responsibilities: 

Advocate – a person who pleads on someone else's behalf. 

Facilitate – make (an action or process) easy or easier. 

Liaison – communication or cooperation which facilitates a close working relationship between people or organizations. 

Escalate – to raise an issue to a higher level in support or management. 

Empathy – the ability to understand and share the feelings of another. 

Customer Resolution 

Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborate with various internal and external teams to resolve customer issues. Communicate with customers to understand their issue and improve their experience.  

Provides status updates to customers on moderate to highly complex issues over the phone or through email regarding issues following documented process. 

Collaboration 

Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues. 

Owns escalated issues and manages customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution. Mentors other Support Escalation team members on how to handle moderate to highly complex cases. 

Communication 

Coordinate and drive the connections between the internal submitter and support teams to manage customer and field expectations around response and resolution.  

Communicates and influences internally to improve resolution times, customer satisfactions, and increase efficiency.

Required Qualifications:
Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience 
 OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience 
 OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience
 OR equivalent experience

Additional Required Qualifications:

• 6+ years customer service, technology industry, or related experience.
• Business English written and Fluent verbal communication skills.  
• English Language Level C1 as per CEFR (equals to the assessment level per the locations like IELTS 8, or CET 6 or above).
• Other languages may be required depending on location and area to be supported.
• Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
• Ability to identify short term mitigation and propose options for longer term resolution.
• Ability to manage and work within ambiguity to reach a successful outcome.
• Ability to influence and build relationships in an international environment.
• Collaborative team player with strong stakeholder management skills.
• Strong prioritization and time management.
• Excellent at multi-tasking & task prioritization.
• Product Knowledge in Microsoft Products especially in Dynamics Products.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role.  These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.