Support Escalation Manager

Overview

About the team

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Asia Technical Services organization is responsible for landing Customer Support, Customer Experience and One Services priorities including being the local incident commander for large-scale events and high-impact outages, driving in region quality requirements, deliver incident management, and assessing regional support needs. In addition, we deliver on Global Customer Success priorities including landing customer success plays in region, orchestrating the MACC end-to-end experiences, driving usage end-to-end experience and performance, scaling best practices through regional partners, and accelerating Get Well Plans in partnership with CSS. 

 As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.  

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.

Responsibilities

• Partner with engineering, operations, and stakeholder teams to engage the right resources and drive timely resolution of escalated customer issues; act as a subject matter expert on escalation protocols and remove barriers to resolution.
• Own account-aligned customer incidents end-to-end, manage customer and internal stakeholder expectations, provide clear status updates, and represent the company independently in complex issue resolution.
• Build strong relationships across internal teams and leadership, proactively communicate complex issues and solutions, and influence teams to accelerate resolution outcomes.
• Lead or contribute to cross-regional and cross-functional initiatives and strategic projects to improve resolution times, customer satisfaction, and overall support experience.
• Identify trends, systemic issues, and process breakdowns through postmortems and customer feedback; create executive summaries and drive process and capability improvements.
• Model best practices and mentor team members on handling moderate to highly complex escalation cases.
  
  

Qualifications

Required Experience

• Bachelor’s degree in technology, business, or a related field with 4+ years of relevant experience, or 7+ years of relevant industry experience in lieu of a degree.
  
  

Preferred Experience

• Experience working with Microsoft products and services.
• Cloud technology certification (e.g., Azure Fundamentals, Microsoft 365 Fundamentals)
  
  

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.

---