Job Summary: 

• Manage a team of Escalation Specialists responsible for enforcing TikTok's Community Guidelines and reviewing, investigating, and resolving time-sensitive escalations
• Monitor priorities/escalation queues and work with the team to ensure escalated cases are worked within the required SLAs
• Investigate, analyze, and drive the most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process.
• Provide real-time summaries for cross-functional partners related to ongoing and resolved time-sensitive escalations, such as Legal, Incident Management, Policy, and Engineering teams.
• Identify, manage, and record escalation trends to develop improvements to escalation management processes and provide recommendations for process, policy, and product improvements.
• Coordinate with Trust & Safety teams to develop scalable solutions to support TikTok's continued growth and drive key automation and team initiatives to improve risk mitigation and escalation processes.
• Coordinate the Major Escalation reviews and Lessons Learned exercises, communicate resulting actions and provide constructive feedback to the management team for process improvements.
• Lead cross-functional post-mortems for major escalations and produce actionable insights.
• Leverage user feedback and insights to identify and forecast trends to drive safety initiatives and create a healthy ecosystem for content creators and users.
• Manage high-level communication with different stakeholders and senior leadership on all escalations from engagement to resolution.

Skills on Resume: 

• Escalation Management (Hard Skills)
• SLA Compliance (Hard Skills)
• Analytics (Hard Skills)
• Communication (Soft Skills)
• Trend Analysis (Hard Skills)
• Process Improvement (Hard Skills)
• Team Coordination (Soft Skills)
• Feedback (Soft Skills)

Job Summary: 

• Collaborate with the Escalations and SPS management team to establish, supervise, and review critical metrics with members in weekly 11s
• Provide team with radically candid feedback on day-to-day work and assigned projects as well as assign, preview, and conduct postmortems on critical issues
• Advocate the concerns of the organization to the larger Meraki Support organization
• Regularly sync with Support Management, Sales, Product, and Engineering to actively uncover potential customer concerns
• Promote a strong documentation-first culture with an editor’s eye for detail
• Preside over new, difficult situations with a controlled, scientific approach to problem-solving
• Work with the team to develop and refine regional decision-making metrics regarding, escalations/ bug report workload and growth indicators, and on-site engagements
• Lead professional development initiatives for the team (programming, certifications, etc.)
• Work with internal Meraki business units to deliver a clear understanding of the escalations process
• Actively seek, identify, and onboard talent into teams from the wider support organization (or externally)

Skills on Resume: 

• Metric Supervision (Hard Skills)
• Candid Feedback (Soft Skills)
• Advocacy (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• Documentation (Hard Skills)
• Scientific Problem-Solving (Hard Skills)
• Decision-Making (Hard Skills)
• Talent Onboarding (Soft Skills)

Job Summary: 

• Principally responsible for own communication to customers and other teams within Oracle during critical incidents.
• Provide a single voice to the customer (internal or external) throughout the full lifecycle of an incident, from inception to resolution and corrective action.
• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
• Assist in work originating in other regions and be open to handing off work to team members for follow-up issues.
• Engage and lead cross-functional and geographically diverse teams to develop and execute action plans while addressing critical situations.
• Manage timelines and resource engagement to drive resolution to critical/challenging customer issues in a cross-functional environment
• Track and communicate status and resolution to all customer and Oracle stakeholders in a factual, professional, timely and consistent manner.
• Manage high-level communication with clients and internal leadership on all escalations from engagement to resolution.
• Point of contact for adding internal users to CRM software and troubleshooting.
• Create tickets, respond to tickets, and escalate tickets as necessary to the proper groups.
• Escalate roadblocks with internal departments to ensure proper management involvement and awareness.
• Maintain weekly metrics including customer-by-customer activity and time to resolution.
• Analyze escalation performance metrics and quality trends and suggest improvements
• Train and mentor junior colleagues

Skills on Resume: 

• Crisis Communication (Soft Skills)
• Incident Management (Hard Skills)
• Leadership (Soft Skills)
• Global Collaboration (Soft Skills)
• Action Planning (Hard Skills)
• Stakeholder Management (Soft Skills)
• CRM Proficiency (Hard Skills)
• Performance Analysis (Hard Skills)

Job Summary: 

• Build, lead, and manage a team of experienced technical staff responsible for analyzing and resolving complex issues.
• Partner to engage in continuous improvement of communication and practices
• Heavy focus on customer and team communication while driving support issues to resolution in a timely manner.
• Recruit, train, mentor, motivate, and supervise team members in the performance of team objectives.
• Work directly with third-party developers, accounting firms and mid-market companies as they develop custom integrations with API platforms.
• Establish clear escalation paths including resource alignment and communication protocol.
• Recommend, build, and implement tools and processes to scale and augment the capacity and capability of the team.
• Define and implement executive-level dashboards and metrics reporting.
• Identify patterns and recommend enhancements to products and services to fulfill customer needs, and work with other functions to refine and implement those changes.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Continuous Improvement (Hard Skills)
• Communication Management (Soft Skills)
• Talent Development (Soft Skills)
• API Integration (Hard Skills)
• Escalation Management (Hard Skills)
• Process Implementation (Hard Skills)
• Strategic Analysis (Hard Skills)

Job Summary: 

• Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements every day
• Actively manage specialist capacity, team backlog, and the triggers for creating investigations to balance supply and demand, levels-out workload as required within the team
• Facilitates root-cause analyses of complaints and participates more broadly in the development of action plans to improve compliance and customer experience and reduce risk.
• Manage and report complaint trends, looking for compliance issues & opportunities for improvement, prepare reports and presentations for management as part of the overall complaints’ resolution team.
• Proactively work with other departments (e.g. Sales) to ensure the implementation and completion of action plans
• Collaborate with management to create and implement process improvement
• Escalate to senior management
• Provide leadership, support and guidance to the Complaints Management Team.
• Set the example of customer service in complaints resolution, sense of urgency, and professionalism for the entire Customer Solutions Team.

Skills on Resume: 

• Process Optimization (Hard Skills)
• Capacity Management (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Trend Analysis (Hard Skills)
• Cross-departmental Collaboration (Soft Skills)
• Strategic Planning (Hard Skills)
• Leadership (Soft Skills)
• Customer Service Excellence (Soft Skills)

Job Summary: 

• Leads regular Customer Solutions team Huddle meetings, to assign tasks and track what was accomplished, and what is going to be accomplished today, and to identify roadblocks while generating a sense of urgency, responsibility, and accountability within the team
• Coach & Mentor team members on performance
• Provide focused & actionable feedback loops for specialists based on crisp performance and quality data. 
• Develop and reward strong performers.
• Manage Policies & Procedures that minimize compliance risk.
• Ensure the highest level of professionalism when communicating with customers.
• Evaluate current Risk management strategies and make recommendations for change.
• Actively manage and continuously improve workflow management to ensure effective use of resources and adherence to service level agreements.
• Audit active and completed cases periodically
• Provide ongoing development for new & existing associates in customer support/resolution best practices

Skills on Resume: 

• Meeting Facilitation (Soft Skills)
• Coaching (Soft Skills)
• Feedback Delivery (Soft Skills)
• Talent Development (Soft Skills)
• Policy Management (Hard Skills)
• Professional Communication (Soft Skills)
• Risk Evaluation (Hard Skills)
• Workflow Management (Hard Skills)

Job Summary: 

• Analyzing situations and positions for the correct contractual position.
• Providing legal advice to steer responses to complaints from customers and escalations from within the business
• Providing legal advice to the business and responding to customer queries and complaints by email, letter, and telephone in accordance with the advice and position of the business
• Planning and agreeing on the resolution of contractual dispute issues.
• Providing legal advice to the team and/or co-ordinating resources across the business.
• Triaging cases in order to identify those that do not raise legal issues or can be dealt with elsewhere in the business
• Engaging with customers to ascertain the substance of complaint legally, agreeing and documenting them
• Scheduling and monitoring agreed activities and providing updates to the customer
• Liaising with colleagues and managers within Access to agree on a strategy and approach
• Providing (with the team) analysis of cases, root causes, and trends for reporting to the Access Board
• Liaising closely with, Account Managers, Marketing, Developers, Product Managers, Admin, Consulting and Support Staff
• Advising colleagues within the business on how to deal with complaints and mitigate risk

Skills on Resume: 

• Contractual Analysis (Hard Skills)
• Legal Advising (Hard Skills)
• Communication (Soft Skills)
• Dispute Resolution (Hard Skills)
• Resource Coordination (Soft Skills)
• Case Triage (Hard Skills)
• Customer Engagement (Soft Skills)
• Strategic Planning (Soft Skills)

Job Summary: 

• Accountable & responsible for the End to end management of all triaged and accepted provisioning escalations through to resolution
• Accountable & responsible for building relationships with key customers, from provisioning manager to director level within TalkTalk Business Direct, outsourcing partners and the customer organizations
• Responsible for defining the right performance metrics/KPIs across areas to ensure maximum output and streamlined ways of working
• Owning & Managing level High-Level Escalations for the Direct base and suppliers whilst acting as the escalation point through to resolution
• communicating directly with the customer up to a director or board-level
• Be the customer champion on all escalation issues, clearly articulating what the customer needs, and what need to enable a great customer experience
• Responsible for developing great relationships with different functional areas, most notably: Sales, Service Management, Technology, Bio, Comms Care & Openreach
• Accountable for weekly/monthly reporting to the line manager and detailed route cause analysis to enable the relevant areas to have tangible data to use to prevent the same issues from occurring
• Drive continuous improvement through root cause analysis and coaching to team members and the delivery function to reduce the number of escalations/jeopardy orders
• Working with Supplier Management, Business Improvement, and internal resolver groups to improve delivery processes, deliver best practices and improve the CSAT and Customer experience
• Provide dedicated SME support to Key customers as needed and provide ongoing escalation and project management support for critical or reputationally sensitive orders
• Requirements include ad-hoc or dedicated reporting and conference calls for assigned customers in addition to site visits
• Support the development and rollout of new products and/or systems as needed and provide SME support
• Provide feedback and reporting for suppliers to address concerns and drive improvements and drive reduction in supplier failure-driven escalations

Skills on Resume: 

• Escalation Management (Hard Skills)
• Relationship Building (Soft Skills)
• Performance Metrics (Hard Skills)
• High-Level Communication (Soft Skills)
• Customer Advocacy (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• Data Analysis (Hard Skills)
• Process Improvement (Hard Skills)