Escalation Manager

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Direct message the job poster from Smoothwall (part of the Qoria family)

Do you have a tenacious mindset for solving complex technical problems and a passion for driving exceptional customer outcomes? Do you thrive when coordinating efforts across teams to resolve critical issues?

At Qoria, we have a simple but profound purpose: to keep every child safe and thriving in their digital life. We build the technology that over 32,000 schools and 8 million parents use to protect more than 27 million children from online risks. This isn't just another Support role; it's a mission to embed reliability, rigour and integrity in the platform that protects children at home and at school.

We are seeking a highly motivated and experienced Support Escalation Manager to act as the critical link between our customers, support teams, and engineering squads. You will be instrumental in triaging, troubleshooting, and managing the resolution of our most complex and critical customer issues.

What’s the opportunity?

Your role is to drive swift, high-quality resolutions to customer escalations, ensuring a positive outcome while feeding back insights for continuous improvement.

You will work with a team of motivated and curious engineers who are passionate about solving problems that truly matter.

• Troubleshoot and Resolve Customer Issues: Take ownership of escalations, applying deep product domain knowledge to troubleshoot issues as part of a Root Cause Analysis to ensure the core problem is identified. You'll reproduce customer issues, investigate to identify the problem clearly and accurately, and create the appropriate ticket type.
• Drive Optimal Customer Outcomes: Prioritize issues for investigation and resolution. You’ll collaborate with engineers to find mutually agreeable outcomes and implement workarounds to restore functionality while a permanent fix is in progress.
• Communicate and Coordinate: Ensure engineering updates are communicated to Support and affected stakeholders in a timely manner. You'll use your understanding of current ticket progress to decide whether to interrupt work for a higher-priority ticket, continually demonstrating excellent judgment.
• Champion Continuous Improvement: Build strong relationships with stakeholders in Engineering and Support to drive improved customer and support outcomes. You will leverage knowledge of customer success and support teams to identify areas of the product which generate a large number of queries
  . This data is then used to elevate to Product Teams the need for new or modified features.
• Knowledge Management: Identify and manage an internal knowledge base of known issues and a catalogue of workarounds to assist in future incident resolution.

• Deep Technical Acumen: Competency in technical domains, such as networking and authentication, device management and cloud architecture.
• Exceptional Problem‑Solving
  
  Skills:
  
  Proven ability to validate issues are defects and suitable for resolution by development teams, and to ascertain if workarounds are available.
• Communication &
  
  Collaboration:
  
  Effective collaboration and communication with team members and stakeholders. Must demonstrate conflict resolution skills and a tenacious mindset to enable opposing parties to agree and commit to resolutions.
• Ownership and Initiative: Takes ownership of their work and learning, showing initiative, and actively seeking knowledge and continuous improvement. Accepts and integrates constructive feedback effectively.
• Process Adherence: Experience in ensuring processes are being adhered to and the ability to influence and align stakeholders, even senior ones, to achieve optimal outcomes.

• Tech with
  
  Purpose:
  
  Your work here truly matters. Your skills will directly contribute to protecting children from cyberbullying, harmful content, and other online dangers. It feels good to do good.
• Solve Globally‑Scaled Puzzles: You'll tackle fascinating technology challenges for a global customer base, working on a platform that is predominantly…