About Confluent
The leading data streaming platform for enterprises
Key Highlights
- Founded in 2014, built on Apache Kafka technology
- Raised $455.9 million in Series D funding
- Headquartered in Mountain View, California
- 1,001+ employees dedicated to data streaming solutions
Confluent, founded in 2014 and headquartered in Mountain View, California, is a leading data streaming platform built on the open-source Apache Kafka project. With over 1,001 employees, Confluent has raised $455.9 million in funding and serves a diverse range of enterprise customers, providing real-...
🎁 Benefits
Confluent offers unlimited holiday, life insurance, income protection insurance, and delicious catered food twice a week. Employees also benefit from ...
🌟 Culture
Confluent fosters a culture that values open-source collaboration and innovation, emphasizing the importance of real-time data solutions. The company ...
Overview
Confluent is seeking a Manager of Escalation Management to lead a team within their Global Technical Support organization. You'll oversee escalation and incident management processes, ensuring customer satisfaction and operational excellence. This role is remote and requires strong leadership skills.
Job Description
Who you are
You have a proven track record in managing teams, particularly in technical support or customer success environments. Your leadership style fosters collaboration and engagement, ensuring that your team members feel supported and motivated to excel in their roles. You understand the importance of effective communication and have experience working with cross-functional teams to drive operational excellence.
You are adept at managing escalations and incidents, with a strong focus on customer satisfaction. Your analytical skills allow you to identify areas for improvement within processes and implement changes that enhance the overall customer experience. You thrive in a remote work environment and are comfortable leading a geographically dispersed team across multiple regions.
What you'll do
As the Manager of Escalation Management, you will take accountability for your direct reports and ensure that your team is effectively managing customer escalations. You will lead, coach, and develop a team of Escalation Managers, fostering high performance and engagement. Your role will involve regular interaction with employees across EMEA, APAC, and AMER regions to ensure seamless execution of escalation management responsibilities.
You will drive operational excellence by implementing best practices and optimizing processes within the escalation management function. Collaborating closely with other departments, you will work to enhance customer satisfaction and ensure that all escalations are handled efficiently and effectively. Your leadership will be crucial in creating a culture of continuous improvement within the team.
What we offer
Confluent offers a dynamic work environment where you can make a significant impact on customer success. You will have the opportunity to work with cutting-edge technology in the data streaming space and be part of a team that values collaboration and innovation. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse perspectives lead to better solutions.
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