Tier 2 Technical Support Escalation Manager
Hootsuite Media Inc.
Vancouver, BC, CA
11h ago
source : BCJobs.com

We're looking for a Tier 2 Technical Support Escalation Manager to join our team who has a passion for improving the customer experience managing technical support and escalation management.

The Tier 2 Technical Support Escalation Manager will act as the primary contact for Hootsuite Customer Support Escalations and will own the escalation life cycle of coordination, tracking and troubleshooting activities.

Collaborating and leading support teams on fast issue resolution and on customer expectations setting are critical success factors in this position.

While based in Hootsuite's Vancouver office, you will report to Senior Director, Customer Support.


  • Provide direction, instructions and guidance to the team, personalizing individual communication to align with the respective Tier 2 Specialists strengths, weaknesses & motivations
  • Conduct regular 1 : 1s with your team members to provide coaching, discuss performance and review Cadence
  • Drive strategic process creation to fine tune technical concepts, service implementation and assurance.
  • Analyze Support tickets to pinpoint customer pain points, trends and issues with the product or service support model and provide regular reporting to management of ways to minimize Support inquiries and build a better way.
  • Manage the Tier 2 Escalation process and handling life cycle for the customer and ensure high touch customer internal / external communication and reporting on status, time to resolution and root cause summaries.
  • Generate and report on Tier 2 service performance on a regular cadence back to the business and and identify trends and recommendations for technical support issues reduction.
  • Analyze escalation volumes and root causes. Meet regularly with internal stakeholder groups to report on current and emerging issues;
  • trends; to help maintain and deliver on stakeholder expectations.

  • Develop and maintain all operational playbooks, reporting and workflow procedures related to the Tier 2 Support Team

  • 8+ years of related experience in a product, customer technical support role preferably in a Software as a Service (SaaS) environment
  • Bachelor's degree in a related field
  • Knowledge of ticketing platforms i.e., ZenDesk and Jira is a plus
  • Must understand technical environments including Internet and Web-based services, Software as a Service (SaaS)
  • Proficient knowledge of Mac OS, MS Office products and PC applications
  • Open Communication : clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding;
  • demonstrated ability to interact successfully with others to convey complicated technical content to non-technical customers.

  • Resilience, Tolerance for Change / Ambiguity : can effectively cope with change, finding ways to advance work and projects
  • Problem Solving : uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
  • Priority Setting : focuses time / energy on the most important issues / opportunities. Clearly understand how to assess the importance of tasks and decisions
  • Interpersonal Savvy : relates openly and comfortably with diverse groups of people
  • Builds inclusive, cohesive teams which apply diversity to achieve common goals
  • Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
  • Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
  • Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team
  • Demonstrated dedication and passion to deliver exceptional customer service / satisfaction
  • Proven ability to work cross-functionally are essential to this role

  • Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
  • Curious. You are always learning and seeking ways to make things better.
  • Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
  • Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.
  • Share our values : We champion the power of human connection. We're united globally by our shared values of innovation, grit, humility, and passion for customer success.

    Make an impact : Working at the speed of social, we create value for our customers by delivering solutions that power relationships at scale.

    Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact.

    Learn and grow : We're committed to growing the capabilities of our people. We are building a learning community where you can work with diverse individuals, explore new ways of thinking, and expand your capabilities.

    Our employees are teachers and learners who work out loud and share their knowledge to enhance each other's growth.

    We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring.

    Our purpose is to champion the power of human connection and the heart of connection is inclusion. You belong here.

    Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

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