Escalation Manager

From Fivetran's founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We're proud that more organizations continue to leverage our technology every day to become truly data-driven.

**About the Role**

Fivetran is building data pipelines to power the modern data stack for thousands of companies.

This is a full-time position based out of our Toronto Office.

**Technologies You'll Use**
- Zendesk
- SupportLogic
- Height
- Looker
- BackStage

**What You'll Do**
- Manage and lead a team of support engineers responsible for handling escalated customer support cases.
- Serve as the main point of contact for customers with critical or complex issues, providing timely updates and driving issue resolution.
- Collaborate closely with cross-functional teams, including engineering, product management, and customer success, to address customer concerns and ensure timely resolution.
- Prioritize and triage escalated cases based on severity, impact, and urgency, ensuring appropriate resources are allocated for timely resolution.
- Monitor and track progress on escalated cases, providing regular updates to customers and stakeholders.
- Identify trends and patterns in escalated cases and provide recommendations for process improvements and product enhancements.
- Develop and maintain strong relationships with key customers, serving as their advocate within the organization.
- Analyze customer feedback and customer satisfaction metrics to identify areas of improvement and develop action plans accordingly.
- Provide guidance, mentorship, and support to team members, fostering their professional growth and development.
- Stay updated on industry best practices and emerging technologies related to customer support, incorporating them into daily operations.

**Skills We're Looking For**
- Minimum of five years of experience in a support escalation management role or similar capacity.
- Strong technical aptitude and the ability to understand complex technical issues and articulate them to both technical and non-technical stakeholders.
- Proven experience in managing and resolving support escalations in a fast-paced environment.
- Exceptional problem-solving and analytical skills, with the ability to think strategically and provide innovative solutions.
- Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and executives.
- Strong leadership qualities, with the ability to motivate and inspire a team to achieve common goals.
- Ability to work well under pressure and manage multiple priorities simultaneously.

**Bonus Skills**
- Experience with customer support software, ticketing systems, and CRM tools including Zendesk, Supportogic and Height
- 1Team1Dream mentality

LI-RS1

**Perks and Benefits**
- 100% employer-paid medical insurance**:

- Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
- RSU stock grants
- Professional development and training opportunities
- Company virtual happy hours, free food, and fun team building activities
- Monthly cell phone stipend
- Recharge, reenergize, and pursue personal and professional goals with a 30 day paid leave after 5 years
- _may vary by country - please reach out to your recruiter for more information_

To learn more about Fivetran's benefits by region - click here.

We're honored to be valued at over $5.6 billion, but more importantly, we're proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.

Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.

To learn more about Fivetran's culture and what it's like to be part of the team, click here and enjoy our video.