Microsoft Support Escalation Manager 

Netherlands, North Holland 

376405633

Required/Minimum Qualifications
• Several years technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND many
years technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND many years
technology industry, customer service, or related experience
o OR equivalent experience.

Additional or Preferred Qualifications
• Several years technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND many
years technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND many years
technology industry, customer service, or related experience
o OR equivalent experience.
• Project management experience.
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)

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.

Customer Resolution
• Acts as an internal expert to resolve longer running, sensitive, or escalated issues
or acts as a primary contact for escalated issues on behalf of less experienced IC
levels. Identifies and builds relationships with various internal and external teams
and senior leaders to resolve customer issues. Leads strategic projects. Informally
provides coaching, mentorship, or support to less experienced Support Escalation
Managers to resolve customer issues.
• Leads inter-regions, cross-regions, cross-group, or account team unit (ATU)
initiatives by creating plans and managing relationships with other business units
to improve the customer support experience for a group of customers or a
specific region/area. Acts as a subject matter expert on best practices to support
the customer experience.
• Reviews status updates to customers and provides informal guidance to others
on communicating with internal stakeholders through various channels of
communication for highly sensitive or difficult issues.
• Leads strategic projects designed to improve resolution times, customer
satisfaction, and support experience.
• Proactively coordinates resources and establishes relationships to drive
opportunities within the team and across stakeholder groups in postmortem
discussions to remediate future issues.

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 behavioral changes.

Other
• Embody our culture and value