Main Responsibilities:

• Review daily priorities and take appropriate action to ensure results are achieved
• Own and manage the lifecycle of customer escalations from intake to resolution
• Develop and refine escalation processes and workflows to enhance efficiency and reduce future incidents
• Engage in regular process mapping activities to better understand and handle full customer experience operations scope
• Collaborate with L2 support, engineering, product, and other teams to document all new issues and their resolutions, but also to maintain the current knowledge base
• Work closely with product teams to understand and give input into product changes relating to the customer experience department
• Serve as a customer advocate by ensuring escalated concerns are heard, understood, and addressed
• Analyze recurring escalation trends to identify root causes and areas for improvement
• Provide regular reporting on escalations, including metrics, trends and present findings and recommendations to senior leadership for strategic decision-making
• Monitor customer feedback about products or services to identify potential issues before they become problems

Core Requirements:

• 2+ years in a customer support, technical support, or escalation management role, preferably in a SaaS and/or cybersecurity environment
• Excellent written and spoken English skills
• Strong stakeholder management skills
• Demonstrated understanding of common customer service tools and processes (Atlassian suite, Zendesk, etc.)
• Familiarity with SaaS platforms, cybersecurity technologies, and enterprise IT environments
• Strong problem-solving skills with attention to detail
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Experience in managing cross-team projects to completion

Salary Range:

• Gross Salary 2320 - 3810 EUR/Month.