Escalation Leader

We are looking for a talented Escalation Leader to join our Customer Experience team

Step into our world, where advanced technologies take center stage, transforming the online trading experience.

With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.

Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.

We offer an excellent work environment where you will be challenged and encouraged to grow professionally

On this role you will:

• Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to technical Support with escalation and de-escalation of customer issues
• Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
• Be the professional mentor of the global technical support team and encroach the technical knowledge of all members
• Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
• Define and implement methods, procedures, tools, and policies to meet the team’s technical knowledge and ensure high-quality service is delivered to customers.
• Act as the highest escalation point of technical issues and events
• Effectively act as the funnels between technical support team and R&D to assist with the prioritization of production issues

Requirements:

• At least 3 years of global escalation management experience or a similar role
• At least 5 years of experience in technical support roles (interacting and escalating directly with engineering and development teams)
• Solid experience supporting Linux-based products (OS Admin or equivalent)
• Project managerial skills and background
• Enjoy working with customers and collaborating with colleagues using excellent communication and problem-solving skills
• High standards of performance and customer service for self and others on the team
• Strong verbal and written English and excellent interpersonal skills
• Excellent communication and leadership skills
• Fluent English (both written and spoken)

Will be nice to have:

• Scripting knowledge & experience (Windows / Linux)
• Bachelor of Sciences in Computer Science