Overview:

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 Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. 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:

Responsibilities:

• Customer Resolution: Serve as the primary point of contact to understand issues, enhance the overall partner experience, and maintain strong relationships with internal and external stakeholders to efficiently coordinate issue resolution.

• Mentor team members and contribute to strategic projects aimed at improving resolution times and customer satisfaction.

• Provide regular status updates to customers and internal stakeholders, analyse retrospective data, and recommend improvements based on identified trends.

• Partner with engineering and operations teams to identify appropriate resources, manage escalations for account-aligned partners, and ensure processes support timely issue resolution.

• Set and manage customer and field expectations, keeping stakeholders informed of response and resolution progress while driving clear internal communication to accelerate outcomes.

• Identify systemic issues, participate in continuous improvement initiatives, and develop executive summaries highlighting patterns in customer challenges.

• Build and manage relationships with outsourced vendors to support effective issue resolution.

Collaboration:

• Leverages relationships across teams to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the team and escalates as needed.

• Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides informal guidance to Support Escalation team members on how to handle moderate to highly complex cases.

Communication:

• Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.

• Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope.

Process Improvement:

• Surfaces feedback from the team and drives collaboration across functions to identify systematic issues and leads process breakdowns to ensure resolution/progress. Creates strategy for process improvements and leads project or workgroup to improve internal processes.

• Reviews postmortem executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership.

Vendor Relationships:

• Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioural changes.

Other:

• Embody our Culture and Values

Qualifications:

Required/minimum qualifications

• Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experienceOR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years 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.

Additional or preferred qualifications- Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience.

• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
• Prior Incident and escalation management experience
• Experience in C-level stakeholder management
• Additional Languages such as Spanish / Portuguese advantageous

Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 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

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.