We're looking for a passionate and customer-obsessed leader who is a strong technical problem solver, a natural coach and a systems and process thinker to manage and oversee our Advanced Billing and Technical teams in our Escalation Center. The Manager, Customer Support Escalation Center will own the advanced billing and technical support escalation processes and manage the full escalation life cycle for the customer to ensure the highest possible customer experience. You’ll partner and collaborate with the Senior Manager, Customer Support Escalation Center responsible for Incident Management along with a wide group of internal and external stakeholders to enhance the efficiency, scalability and reach of the team's deliverables of fast issue resolution and customer first expectations setting.

WHAT YOU’LL DO:

• Hire, manage and lead a diverse and inclusive team of Billing and Technical Escalation Specialists. Provide direction and guidance to the team, personalizing coaching and communication tactics to align with the individual’s strengths, weaknesses and motivations. 
• Create and document best practices for technical troubleshooting procedures and processes to enable the Tier 1 support teams to effectively triage, troubleshoot and address customer inquiries, with an overall goal of driving high customer satisfaction and timely resolution. 
• Develop and maintain all operational playbooks, reporting and workflow procedures related to the Escalation Team, ensuring core functions are well documented, published, audited and aligned with business tactics and strategy. 
• Monitor escalated support issues to ensure they are resolved quickly and efficiently to reduce churn / drive retention and increase customer lifetime value. 
• Ensure high touch customer communication, both internal and external, and report on status, time to resolution, and root cause summaries. 
• Standardize tracking of issues for ease of reporting out on trends, root cause, and corrective actions. 
• Partner with global Customer Support Management to ensure consistency and follow-through for global processes and coordination of resources. 
• Partner with the Senior Manager, Customer Support Escalations  to ensure effective enablement of the Escalation Specialists and ensure customer-facing outage management and initial bug write-up processes are current and effective. 
• Provide input and recommendations to continually improve our ability to effectively resolve technical issues and escalations, and to promote scalability. 
• Partner with Director, Customer Support Enablement and User Education teams to capture and translate new product information into customer-facing and internal-facing support content to ensure an ever-improving customer support experience. 
• Partner with the Customer & Expansion Management teams to ensure we’re delivering world class customer experiences which drive satisfaction, retention and renewal.
• Oversee the data subject request process with regards to PII (Personally Identifiable data) through the use of relevant tools and workflows to ensure that requests are actioned in accordance to privacy laws and within the expected time frame
• Perform other related duties as assigned.
• Maintain a focus on excellence by meeting or exceeding your team KPI’s monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHTsolves/AHT)

WHAT YOU’LL NEED: 

• Extensive relevant experience / Professional and specialised experience / Proven managerial experience
• Understanding of technical environments including Internet and Web-based services, Software as a Service (SaaS)
• Strong troubleshooting skills across multiple platforms and systems.
• Experience leading multi-site, geographically dispersed team
• Accountability: holds self and others accountable to meet commitments
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
• Customer Focus: demonstrated dedication and passion to deliver exceptional internal/external customer service/satisfaction
• Builds inclusive, cohesive teams which apply diversity to achieve common goals. A natural coach.
• 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 the team
• 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
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs 
• 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

WHO YOU ARE:

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

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