Experteer Overview
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In this role, you lead the Escalation Management team within Confluent's Global Technical Support to ensure rapid, effective resolution of complex customer incidents. You will guide a globally dispersed team, drive process improvements, and partner with Product Support, Engineering, and Customer Success to advocate for customers. You enable 24/7 support continuity and foster a culture of empathy and continuous improvement. This position offers a strategic leadership role at the intersection of technical support and customer experience, with regional and cross-functional impact.
Compensaciones / Beneficios
• Lead and develop a distributed team of Escalation Managers across EMEA, APAC, and AMER
• Prioritize and manage customer escalations and incidents to improve resolution time and e...