Customer Support Escalation Manager - Incident Manager

Who you are

You have a strong background in customer support and incident management, with a proven track record of effectively handling incidents from identification to resolution. Your experience includes working with cross-functional teams to ensure that services are restored quickly and efficiently, minimizing disruption to business operations. You possess excellent communication skills, allowing you to articulate complex issues clearly to both technical and non-technical stakeholders. You are detail-oriented and analytical, capable of conducting thorough post-incident analyses to identify root causes and implement preventive measures. You thrive in a fast-paced environment and are adept at prioritizing tasks to manage multiple incidents simultaneously. You are passionate about enhancing customer experiences and are committed to driving continuous improvement within the support function.

Desirable

Experience with AI platforms or customer experience technologies would be a plus, as would familiarity with incident management tools and frameworks. A background in working with large global brands can also enhance your candidacy, as you understand the complexities involved in managing incidents at scale.

What you'll do

As the Customer Support Escalation Manager - Incident Manager at Netomi, you will play a pivotal role in managing the entire lifecycle of incidents. You will be responsible for identifying and logging incidents, coordinating with various teams to ensure timely resolution, and conducting post-incident reviews to analyze performance and improve processes. Your goal will be to minimize the impact of incidents on business operations, ensuring that services are restored as quickly as possible. You will also develop and implement incident management policies and procedures, ensuring compliance with industry best practices. Collaboration with engineering, product, and customer success teams will be essential to address recurring issues and enhance the overall customer experience. You will lead training sessions for support staff to ensure they are equipped to handle incidents effectively and will serve as a point of escalation for complex issues that require your expertise.

What we offer

At Netomi, you will be part of a dynamic team that is at the forefront of the AI revolution in customer experience. We offer a collaborative work environment where your contributions will directly impact how the world’s largest brands do business. You will have opportunities for professional growth and development, as well as the chance to work with cutting-edge technologies. We value innovation and encourage you to bring your ideas to the table. Our commitment to employee well-being includes competitive compensation and benefits, fostering a culture that supports work-life balance and personal development.