Escalation Leader

Join our Customer Experience team as an Escalation Leader, where you'll play a crucial role in navigating the dynamic realm of online trading through advanced technologies. By using new methodologies and an innovative approach, we are pushing the boundaries of what is possible.

On this role, you will:

• Drive key technical escalations with internal stakeholders, providing support to the technical support team in both escalation and de-escalation of customer issues.
• Ensure timely and successful closure of escalated cases by leading and facilitating essential meetings and efforts.
• Share your expertise and promote technical knowledge among the global technical support team.
• Perform root cause analysis (RCA) to minimize or eliminate future occurrences.
• To ensure that high-quality service is delivered to customers, define and implement methods, procedures, tools, and policies.
• Serve as the highest escalation point for technical issues and events.
• Provide technical support the R&D team, assisting them in prioritizing production issues.

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Requirements:

• A minimum of 3 years of global escalation management experience or a comparable role.
• At least 5 years of experience in technical support roles, involving direct interaction and escalation with engineering and development teams.
• Solid experience supporting Linux-based products (OS Admin or equivalent).
• Project managerial skills and background.
• Enjoyment of working with customers and collaborating with colleagues, showcasing excellent communication and problem-solving skills.
• High standards of performance and customer service for both yourself and your team.
• Strong verbal and written English, coupled with excellent interpersonal skills.
• Outstanding communication and leadership skills.
• Fluent in English, both written and spoken.