With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. The CritSit Management & Escalation Team (CMET) is a global team within Customer Service & Support (CSS) delivering on its mission for Microsoft''s most strategic enterprise customers. Our goal is to timely and effectively manage high-impacting mission critical situations (CritSits) with a high level of urgency and precision. This involves engaging with internal stakeholders, Microsoft executives, and customers to manage and resolve critical incidents to preserve customer satisfaction and trust. In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a 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** Customer Resolution + Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues. + Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience. + Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process. + Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience. + Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases. Collaboration + Engages with engineering teams and/or operations teams to identify the right resource and. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues. + Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear. Communication + Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. + Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope. Process Improvement + Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. + Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers. Other + Embody our culture and values **Qualifications** Required/Minimum Qualifications + 5+ years technology industry, customer service, or related experience + OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience + OR Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience + OR equivalent experience. **Other requirements:** 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. **Citizenship & Citizenship Verification** : This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Additional or Preferred Qualifications + 7+ 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 Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience + OR equivalent experience. + Experience working with Microsoft products and services. Support Escalation Management IC3 - The typical base pay range for this role across the U.S. is USD $75,100 - $148,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $98,800 - $163,300 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications for the role until March 30, 2025. \#CES #CSS #ACT Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .