At a Glance
- Tasks: Resolve complex customer issues and drive exceptional outcomes in a collaborative environment.
- Company: Join Qoria, a mission-driven tech company protecting children online.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a supportive team culture that values ownership and continuous learning.
- Why this job: Make a real impact by safeguarding children from online risks while solving fascinating tech challenges.
- Qualifications: Strong technical skills and a passion for problem-solving and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Do you have a tenacious mindset for solving complex technical problems and a passion for driving exceptional customer outcomes? Do you thrive when coordinating efforts across teams to resolve critical issues?
At Qoria, we have a simple but profound purpose: to keep every child safe and thriving in their digital life. We build the technology that over 32,000 schools and 8 million parents use to protect more than 27 million children from online risks. This isn’t just another Support role; it’s a mission to embed reliability, rigour and integrity in the platform that protects children at home and at school.
We are seeking a highly motivated and experienced Support Escalation Manager to act as the critical link between our customers, support teams, and engineering squads. You will be instrumental in triaging, troubleshooting, and managing the resolution of our most complex and critical customer issues.
What’s the opportunity?
Your role is to drive swift, high-quality resolutions to customer escalations, ensuring a positive outcome while feeding back insights for continuous improvement. You will work with a team of motivated and curious engineers who are passionate about solving problems that truly matter.
Your Impact: What You’ll Be Doing
- Troubleshoot and Resolve Customer Issues: Take ownership of escalations, applying deep product domain knowledge to troubleshoot issues as part of a Root Cause Analysis to ensure the core problem is identified. You’ll reproduce customer issues, investigate to identify the problem clearly and accurately, and create the appropriate ticket type.
- Drive Optimal Customer Outcomes: Prioritise issues for investigation and resolution. You’ll collaborate with engineers to find mutually agreeable outcomes and implement workarounds to restore functionality while a permanent fix is in progress.
- Communicate and Coordinate: Ensure engineering updates are communicated to Support and affected stakeholders in a timely manner. You’ll use your understanding of current ticket progress to decide whether to interrupt work for a higher-priority ticket, continually demonstrating excellent judgment.
- Champion Continuous Improvement: Build strong relationships with stakeholders in Engineering and Support to drive improved customer and support outcomes. You will leverage knowledge of customer success and support teams to identify areas of the product which generate a large number of queries. This data is then used to elevate to Product Teams the need for new or modified features.
- Knowledge Management: Identify and manage an internal knowledge base of known issues and a catalogue of workarounds to assist in future incident resolution.
What You Will Bring
- Deep Technical Acumen: Competency in technical domains, such as networking and authentication, device management and cloud architecture.
- Exceptional Problem‑Solving Skills: Proven ability to validate issues are defects and suitable for resolution by development teams, and to ascertain if workarounds are available.
- Communication & Collaboration: Effective collaboration and communication with team members and stakeholders. Must demonstrate conflict resolution skills and a tenacious mindset to enable opposing parties to agree and commit to resolutions.
- Ownership and Initiative: Takes ownership of their work and learning, showing initiative, and actively seeking knowledge and continuous improvement. Accepts and integrates constructive feedback effectively.
- Process Adherence: Experience in ensuring processes are being adhered to and the ability to influence and align stakeholders, even senior ones, to achieve optimal outcomes.
Why Choose Qoria?
- Tech with Purpose: Your work here truly matters. Your skills will directly contribute to protecting children from cyberbullying, harmful content, and other online dangers. It feels good to do good.
- Solve Globally‑Scaled Puzzles: You’ll tackle fascinating technology challenges for a global customer base, working on a platform that is predominantly cloud‑based across AWS, GCP, and Azure. We are not bound by "how it’s always been done"; if a technology provides greater stability, security, or customer value, we will explore it.
- A Culture of Ownership & Teamwork: We believe individuals win games, but teamwork wins leagues. Our culture is built on our core values: ‘Care always’, ‘Learn, Solve, Repeat’, and ‘Win Together’. We empower our teams with autonomy and trust, supporting you to do your best work without micromanagement.
- A Career You Own: We are committed to your growth. Qoria is a significant local employer, with 90 of our 600+ global team based right here in our home state of Western Australia. We offer defined career pathways on either technical or management tracks, support for attending conferences, and a fast‑paced, supportive learning environment.
- The Benefits: In addition to doing work you can be proud of, you can expect a competitive salary including company shares, flexible working options, and a fantastic office space in Leeds.
Ready to protect millions of children while solving some of the most interesting technical challenges? We’d love to discuss how your expertise can drive our mission forward.
At this stage we are only accepting applications from those with full working rights in the UK. Shortlisting will commence immediately.
Support Escalation Manager in Leeds employer: Smoothwall (part of the Qoria family)
At Smoothwall, we are dedicated to creating a safe digital environment for children, making us an exceptional employer for those passionate about safeguarding and technology. Our remote UK-based Associate Education Monitoring Analysts enjoy competitive salaries, comprehensive benefits including private medical insurance and enhanced parental leave, and a supportive work culture that prioritises employee wellbeing and continuous growth. Join a team that values your contributions and offers meaningful opportunities to make a real difference in the lives of young people.
Contact Details:
Smoothwall (part of the Qoria family) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Support Escalation Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smoothwall (part of the Qoria family). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Smoothwall (part of the Qoria family) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Escalation Manager in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Smoothwall (part of the Qoria family):Your cover letter is your chance to shine! Tell us why you want to work at Smoothwall (part of the Qoria family) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Smoothwall (part of the Qoria family)!
How to prepare for a job interview at Smoothwall (part of the Qoria family)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
