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- Tasks: Support customers through escalation and incident management processes in a dynamic tech environment.
- Company: Join Confluent, a leader in data streaming technology with a collaborative culture.
- Benefits: Remote work, competitive salary, and opportunities for personal and professional growth.
- Why this job: Make a real impact by resolving customer issues and improving their experience.
- Qualifications: 2+ years in Escalation Management or similar roles, strong communication skills, and problem-solving abilities.
- Other info: Embrace diversity and be part of a team that values every voice.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an Escalation Manager to join our Global Technical Support organization at Confluent. This is an individual contributor role within the global Escalation Management team covering the UK and EMEA region. The position is remote.
As an Escalation Manager, you will be responsible for supporting customers who use Confluent's cloud and on-prem products through our escalation and incident management processes. Escalation Managers directly impact resolution time, customer satisfaction, and continuous improvement on a daily basis.
What You Will Do- Quickly review and understand all information related to a customer escalation at a high level.
- Coordinate large cross-functional teams via internal and customer-facing calls.
- Successfully acquire technical status and next steps from the various technical teams.
- Identify open action items and owners for tracking until closure.
- Summarize the problem, business impact, technical efforts, and next steps in an executive summary format.
- Ensure the customer's voice is heard throughout the escalation process. Advocate for the customer by speaking up where necessary.
- Set correct expectations and drive relief and resolution through effective communication.
- Provide regular status updates for all escalated issues internally and externally.
- Execute a seamless transfer of escalated situations into and out of your region.
- Ensure the collective team adheres to all escalation and incident response processes.
- 2+ years of experience in Escalation Management, Product Support, Incident Response, or other customer-facing roles.
- Strong written and verbal communication skills.
- Experience coordinating and facilitating the resolution of complex problems.
- Ability to understand complex technical products at a high level.
- Excellent collaboration skills and experience.
- You are a problem solver who naturally jumps in to help others.
- You handle stressful problems with empathy and a steady response.
- Comfortable working in a customer-focused environment.
- A basic understanding of Confluent products and related technologies.
Ready to build what's next? Let's get in motion.
Come As You Are. Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible.
We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.
Escalation Manager in London employer: Confluent
Contact Detail:
Confluent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Confluent. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Confluent's products and culture. Show us you’re not just another candidate; demonstrate how you can contribute to our mission of keeping data in motion.
✨Tip Number 3
Practice your communication skills. As an Escalation Manager, you'll need to convey complex information clearly. Mock interviews with friends can help you nail this down.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of the Confluent team.
We think you need these skills to ace Escalation Manager in London
Some tips for your application 🫡
Show Your Passion for Data: When you're writing your application, let your enthusiasm for data and technology shine through. We want to see how you connect with our mission of keeping data in motion and how you can contribute to that vision.
Be Clear and Concise: In your written application, clarity is key. Make sure to communicate your experiences and skills in a straightforward manner. We appreciate well-structured responses that get straight to the point, especially when it comes to your problem-solving abilities.
Highlight Your Team Spirit: Since we’re all about collaboration, don’t forget to mention your teamwork experiences. Share examples of how you've worked with others to tackle challenges, as this aligns perfectly with our 'One Team' ethos.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Confluent
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of Confluent's products and how they work. Familiarise yourself with data streaming concepts and be ready to discuss how these technologies can impact customer satisfaction and incident management.
✨Showcase Your Communication Skills
As an Escalation Manager, communication is key. Prepare examples that demonstrate your ability to convey complex information clearly and effectively. Think about times when you've successfully coordinated teams or communicated with customers during high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Practice articulating your thought process in resolving escalated issues, including how you would gather information, coordinate teams, and keep customers informed throughout the process.
✨Emphasise Team Collaboration
Confluent values teamwork, so be ready to discuss your experiences working collaboratively. Highlight instances where you've worked with cross-functional teams to resolve issues, and how you advocate for both the team and the customer during challenging situations.
