Support Escalation Manager

About the role

Microsoft’s Customer Experience and Success (CE&S) organization works to help customers create faster business impact through strong, differentiated experiences powered by Microsoft products and services. The team brings together people, culture, and execution across the company to consistently go beyond customer expectations across product, digital, and human-led interactions. CE&S covers consulting, customer success, and support across Microsoft’s portfolio, and its broader goal is to help customers and the world move ahead with AI transformation.

Within CE&S, the Global Customer Success (GCS) group focuses on helping customers succeed on Microsoft Cloud by combining AI-enabled capabilities with human expertise to deliver innovative solutions, improve operational performance, and build lasting customer loyalty.

The Customer Service & Support (CSS) team is looking for someone who is passionate about customer success. In this Senior Support Escalation Manager role, you will be the main point of contact for escalated customer and partner matters. The position is designed to strengthen your problem-solving, collaboration, orchestration, and relationship-management capabilities while advancing your career.

Microsoft’s purpose is to help every person and organization on the planet achieve more. The company values a growth mindset, innovation, collaboration, respect, integrity, and accountability, with an inclusive culture where people can thrive.

Key responsibilities

• Serve as a subject-matter expert for prolonged, sensitive, or escalated cases, and work across internal and external teams to drive resolution.
• Guide strategic initiatives, provide informal mentoring to less experienced Support Escalation Managers, and coordinate the right resources to prevent repeat issues.
• Build and use strong working relationships to clear blockers and create clear written procedures for handling issues.
• Spot recurring obstacles, escalate when necessary, and manage escalations without letting existing processes slow down resolution.
• Set expectations with customers and field teams regarding response timing, keep stakeholders updated, and maintain strong relationships with internal teams and partners.
• Identify systemic problems, share feedback, and help lead process-improvement efforts, including reviewing retrospective summaries and addressing recurring or complex issues.
• Take ownership of relationships with outsourced vendors.

Qualifications and experience

• A master’s degree in technology, business, or a related discipline with at least 4 years of experience in the technology industry, customer service, or a similar area; or
• A bachelor’s degree in technology, business, or a related discipline with at least 6 years of experience in the technology industry, customer service, or a similar area; or
• At least 9 years of experience in the technology industry, customer service, or a related area; or
• An equivalent combination of education and experience.
• Hands-on experience with Microsoft products and services.
• Cloud technology certification such as Azure Fundamentals or M365 Fundamentals.
• Background in incident management and escalation handling.
• Strong ability to work with senior stakeholders, including C-level leaders.

Additional information

This position will remain open for a minimum of 5 days, and applications will continue to be accepted until the role is filled.

Microsoft is an equal opportunity employer. All qualified applicants will be considered for employment without discrimination based on 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 status protected by local law, regulation, or ordinance.

If accommodation is needed for religious reasons or due to a disability during the application process, the company provides a way to request reasonable support.