About Degreed
Empowering businesses through personalized upskilling
Key Highlights
- Trusted by over a third of Fortune 500 companies
- Headquartered in Pleasanton, CA with global offices
- $388.4 million raised in Series D funding
- Offers a comprehensive learning platform with diverse resources
Degreed is a leading upskilling platform headquartered in Pleasanton, CA, that empowers organizations to enhance employee skills and career growth. Trusted by over a third of Fortune 500 companies, including Pepsico, Shopify, and American Airlines, Degreed has raised $388.4 million in Series D fundi...
🎁 Benefits
Degreed offers a remote-first work environment with flexible hours, generous PTO, and a quarterly personal learning budget. Employees also benefit fro...
🌟 Culture
Degreed fosters a culture centered on continuous learning and career advancement, leveraging data to connect employees with relevant projects and oppo...
Escalation Manager • Mid-Level
Skills & Technologies
Overview
Degreed is seeking an Escalation Manager to bridge Support, Product, Engineering, and Implementation in resolving complex customer escalations. This role requires strong technical troubleshooting skills and excellent interpersonal communication.
Job Description
Who you are
You have a strong background in managing customer escalations, with a focus on ensuring issues are resolved efficiently and transparently. Your technical troubleshooting skills allow you to navigate complex problems, and you excel in communicating intricate technical concepts to enterprise customers. You understand the importance of minimizing customer effort and are adept at leveraging data to identify trends and opportunities for improvement.
You possess excellent interpersonal communication skills, enabling you to work effectively across various teams, including Support, Product, Engineering, and Implementation. Your ability to articulate complex issues clearly helps in aligning cross-functional teams to resolve escalations effectively. You are proactive in seeking solutions and have a keen eye for systemic risks that may affect customer experience.
What you'll do
As an Escalation Manager at Degreed, you will serve as a critical bridge across multiple teams to resolve high-impact customer escalations. You will partner closely with Tier 2 Support Engineers, providing them with the necessary resources and context to address escalated issues. Your role will involve analyzing data and insights to identify escalation trends and systemic risks, allowing you to propose improvements to enhance platform reliability and customer satisfaction.
You will be responsible for ensuring that escalated issues are addressed with a strong focus on minimizing customer effort. This includes collaborating with various teams to ensure that all escalations are handled efficiently and effectively. You will also play a key role in identifying opportunities to improve the overall customer experience, leveraging your insights to drive changes that benefit both customers and the organization.
What we offer
At Degreed, you will be part of a mission-driven company that values lifelong learning and innovation. We offer a collaborative work environment where your contributions will directly impact our customers and the future of learning. You will have the opportunity to work remotely while being part of a supportive team that encourages professional growth and development.
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