Support Escalation Management
 Microsoft | |
$96,500.00 - $188,400.00 / yr
| |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Apr 05, 2026 | |
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities Responsibilities
Collaboration: *Leveragesrelationships across teams to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved.Identifiesreoccurring roadblocks across the team and escalates as needed. * Owns escalated issues and manages account-aligned customer incidents toidentifyand remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert andprovidesinformal guidance to Support Escalation team members on how to handle moderate tohighly complexcases. Communication: * Manages customer and field expectations around issue response andrepresentsthe company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution. *Identifiesand builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope. Process Improvement: * Surfaces feedback from the team and drives collaboration across functions toidentifysystematic issues and leads process breakdowns to ensure resolution/progress. Creates strategy for process improvements and leads project or workgroup to improve internal processes. * Reviews postmortem executive summaries andidentifiespatterns across customer issues. Creates strategies to resolve reoccurring orhighly sensitiveissues in partnership with leadership. Vendor Relationships: * Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioural changes. Other: * Embody ourCultureandValues Qualifications Required/minimum qualifications
Other Requirements: Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. Additional or preferred qualifications
Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. | |