Customer Escalation and Incident Manager

Overview

The Customer Escalation & Incident Manger is responsible for proactively identifying, tracking, and working with our teams to resolve high-impact customer experience issues across Surf Internet. This role serves as the central point of escalation and ownership for customers experiencing significant service challenges, acting as an incident manager to drive resolution through cross-functional coordination.

This individual will leverage customer data, operational signals, and feedback channels to identify at-risk customers, engage directly to resolve issues, and drive systemic improvements to prevent recurrence. He/she will also act as a single point of contact within Surf for escalating customer issues.

Reports To: Director of Customer Care

Department: Customer Care

Job Status: Exempt

Responsibilities

Proactive Customer Experience Monitoring & Intervention

• Identify customers experiencing poor service using key Surf metrics, including:
• Repeat support tickets
• Repeat inbound phone calls
• Tickets open for extended periods
• Error reporting from eero Insights
• Support manager escalations
• Social media posts and comments
• rNPS and tNPS feedback responses
• Analyze these signals to detect patterns and prioritize high-risk customer situations.
• Champion and implement a Surf satisfaction scoring system to be utilized throughout the organization
• Proactively engage affected customers before issues escalate further.
• Take full ownership of the customer experience from identification through resolution.
  
  
Incident Management & Escalation Ownership


• Act as the incident manager for complex or high-risk customer situations.
• Serve as the single point of contact for the customer throughout the lifecycle of the issue.
• Coordinate cross-functional teams (Customer Care, Network Operations, Field Service, Billing, etc.) to drive timely resolution.
• Ensure clear communication, accountability, and follow-through across all stakeholders.
  
  
Customer Advocacy & Experience Recovery


• Build trust with dissatisfied customers through strong communication, empathy, and ownership.
• De-escalate high-friction interactions and restore confidence in Surf Internet.
• Provide clear, proactive updates and set realistic expectations.
• Ensure customers feel heard, supported, and prioritized throughout resolution.
  
  
Root Cause Analysis & Continuous Improvement


• Analyze trends across identified signals (tickets, calls, NPS, eero data, etc.) to uncover root causes of poor customer experiences.
• Identify gaps in processes, systems, or cross-functional workflows contributing to recurring issues.
• Develop and present actionable recommendations to improve customer experience and reduce repeat incidents.
• Partner with leadership and operational teams to implement improvements and track impact.
  
  
Cross-Functional Collaboration


• Work closely with internal teams to remove blockers and accelerate issue resolution.
• Influence without authority to drive accountability across departments.
• Act as the voice of the customer in internal discussions and decision-making.
  
  
Reporting & Insights

Track and report on key CX health indicators and escalation drivers, including:

• Volume and types of high-risk customer signals
• Time to resolution for escalated cases
• Root cause trends across tickets, calls, and feedback channels
• Customer satisfaction recovery (rNPS/tNPS movement)
• Provide regular insights and recommendations to leadership.
  
  

Qualifications

Qualifications:

Required

• 5 years of experience in customer experience, customer support, or operations (telecommunications environment preferred)
• Proven ability to manage complex customer issues end-to-end
• Strong interpersonal and communication skills, with advanced de-escalation abilities
• Experience working cross-functionally in a fast-paced environment
• Demonstrated ability to take ownership and drive outcomes without direct authority
• Strong analytical skills with experience interpreting customer data and trends
  
  

Preferred

• Experience in telecommunications, ISP, or technical service environments
• Familiarity with tools such as CRM platforms, NPS systems, and network monitoring tools (e.g., eero Insights)
• Experience with process improvement methodologies (Lean, Six Sigma, etc.)
  
  

Key Competencies

• Ownership Mentality: Takes full responsibility for outcomes
• Customer Obsession: Deep commitment to improving the customer experience
• De-escalation & Empathy: Handles high-stress interactions with professionalism and care
• Influence & Leadership: Drives action across teams without formal authority
• Analytical Thinking: Uses data signals to identify risks and root causes
• Communication Excellence: Clear, confident, and transparent with customers and internal teams
  
  

Success Metrics

• Reduction in repeat tickets and repeat calls
• Decrease in aged ticket volume
• Improved resolution time for escalated and high-risk cases
• Increased rNPS/tNPS scores for recovered customers
• Reduction in negative social media escalations
• Measurable improvements to processes or systems based on root cause analysis