Customer Escalations and Incident Manager

Position Summary

We are seeking a Customer Incident & Escalations Specialist to manage complex customer issues, coordinate resolution efforts across departments, and identify recurring service problems. This role focuses on customer advocacy, escalation management, root cause analysis, and process improvement.

Responsibilities

• Manage customer escalations from identification through resolution.
• Serve as the primary contact for customers experiencing recurring or unresolved service issues.
• Coordinate with Customer Care, Network Operations, Field Service, Billing, and other departments.
• Monitor customer complaints, repeat tickets, service issues, and satisfaction metrics.
• Identify recurring problems, investigate root causes, and recommend corrective actions.
• Communicate updates, manage customer expectations, and de-escalate difficult situations.
• Track escalation trends, resolution times, and customer satisfaction.
• Provide recommendations to leadership to improve processes and reduce repeat issues.
• Ensure accountability and follow-through across departments.

Required Qualifications

• 5 years of experience in customer support, customer experience, or operations.
• Experience managing complex customer escalations through resolution.
• Strong communication, conflict resolution, and de-escalation skills.
• Ability to coordinate cross-functional teams without direct authority.
• Strong analytical and organizational skills.
• Experience identifying recurring issues and recommending process improvements.

Preferred Qualifications

• Experience in telecommunications, ISP, or technical service environments.
• Familiarity with CRM platforms, ticketing systems, and customer satisfaction metrics.
• Experience with root cause analysis and process improvement.
• Microsoft Azure experience is a plus.