Technical Support Escalation Manager
Contentsquare is a global SaaS technology company that empowers brands to build better digital experiences for all. We have been recognized by Gartner as one of the four most innovative ecommerce companies in the world, and have featured in Wired Magazine as one of Europe’s hottest startups.
Contentsquare has 10 main offices across the world ( New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, and Singapore) with 750+ clients globally including Fortune 100 companies like HSBC, Sainsbury’s, Spotify, Asos and Microsoft. We’ve been experiencing tremendous growth as our team has grown from ~300 to 1000+ employees globally, and raised a $500M Series E funding in May 2021.
As our growth accelerates further we are looking to hire 1,500 positions globally in the next 3 years. We are looking for talented people like you to join us and help us continue to innovate and improve online experiences for all. We want the most ambitious, unique and enthusiastic people to join us and help us in this mission. Come join the #CSquad family!
About the Opportunity:
Contentsquare is looking for a Technical Support Escalation Manager to join our team and help support our customers in the US. This is a critical customer service role within the Support organization.
You will work across different teams in the organization including R&D, CS, Sales and Support, as well as with Customers to drive resolution of critical situations, provide timely and accurate updates regarding these issues, and provide important details on the status of the customer relationship with senior management. You will have the opportunity to interface with our key customers and work on exciting and complex customer inquiries. This position offers a great opportunity for an individual to grow their career within the growing customer support team in the US.
If you are technically skilled, love working with customers, a great problem solver/creative thinker as well as excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical and project management skills, we want to meet you!
What You'll Do:
- Analyzing complex technical issues for some of the world’s largest companies, ensuring you have a firm grasp of the issues and can discuss them internally or externally
- Owning and managing critical situations until back to normal
- Mobilizing teams to establish the quickest path to resolution
- Creating visibility, and transparent communication internally and to customers
- Owning customer facing discussions, during and after crises
- Focusing the organization to drive fast and clear resolution, while mitigating business risks
- Gathering and analyzing information, evaluating impacts, resolving or escalating issues as needed
- Managing customer and internal stakeholders’ expectations around resolutions and timelines
- Ensuring Support Service Level Agreements (SLAs) are managed and met
- Be available to work with internal stakeholders using a variety of communication tools throughout the day and evenings, including, but not limited to: Slack, email, Zoom and phone
- Flexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed
- Flexibility in working hours, as escalations can occur off-hours
What You'll Need to Succeed:
- BSc degree in computer science/Information technology or equivalent
- Ability to establish and maintain strong relationships with a variety of internal and external stakeholders, from technical contributors to senior management
- 2+ years’ experience in providing customer facing support to Enterprise Accounts
- Knowledge/experience in JavaScript, HTML, CSS
- Ability to effectively lead and work with cross-functional teams
- Experience in JIRA, SalesForce and Zendesk
- Experienced in working in a web, SaaS environment
- Understanding of cross-functional relationships and processes critical to driving issue resolution
- Project management experience
- SQL Knowledge- A plus
Location: Remote, anywhere in the United States!
#LI-Remote #BI-Remote
Why Should You Apply to Contentsquare?
Our mission is focused on empowering everyone to create better experiences for all in the digital world.
We invest in our employees through career development & opportunities, social events, philanthropic activities, and competitive benefits.
You get to collaborate with and learn from smart and creative people around the globe.
We are in this together #TeamSpirit.
To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we’d like to highlight:
- Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues.
- Generous paid time-off policy (every location is different)
- Immediate eligibility for birthing and non-birthing parental leave
- Wellbeing allowance
- Home Office Allowance
- We offer many benefits in various countries -- ask your recruiter for more information!
- Fun office culture with a big opportunity to make an impact on our growing global team, culture, including a Culture Crew for every country to organize regular outings such as game nights, movie nights, and happy hours
#Uniqueness is embedded in our DNA as one of our core values, and we welcome everyone to apply to our positions.
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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