Manager, Escalation Management (Confluent)

TL;DR

Manager, Escalation Management (Confluent): Leading a global team of Escalation Managers to resolve critical customer incidents and drive operational excellence with an accent on incident management and cross-functional collaboration. Focus on optimizing resolution times, improving systemic support processes, and managing high-impact customer escalations across EMEA, APAC, and AMER.

Location: Remote (Spain)

Company

hirify.global Software builds AI-powered, cloud-native products, with the Confluent unit focusing on real-time data streaming solutions.

What you will do

• Lead, coach, and develop a global team of Escalation Managers across EMEA, APAC, and AMER regions.
• Oversee and prioritize the handling of critical customer escalations and incidents to ensure swift resolution.
• Monitor escalation trends and root causes to implement process improvements for operational efficiency.
• Act as a senior escalation point for critical incidents, ensuring effective communication with customers and executives.
• Collaborate with Product Support, Engineering, and Customer Success to advocate for customer needs.
• Manage 24/7 support continuity, including scheduling and on-call management coverage.

Requirements

• Must be based in Spain.
• 4+ years of experience in Escalation Management, Technical Support, or Incident Response leadership.
• Proven experience in people management, including hiring, coaching, and performance management.
• Strong written and verbal communication skills for influencing cross-functional groups.
• Ability to analyze complex technical issues and guide teams toward effective solutions.
• Bachelor's Degree.

Nice to have

• Working knowledge of Confluent products and related technologies.
• Master's Degree.

Culture & Benefits

• Culture that values innovation, curiosity, and continuous professional growth.
• Environment encouraging courage and experimentation to drive catalyst for progress.
• Global scale impact within one of the world's largest technology and consulting employers.
• Flexible remote work arrangement within the designated country.