Vaga de parceiro

Customer Escalation Manager - São Paulo / SP

Disponível para Assinantes
Salvar nos Favoritos
  • Compartilhe:

Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere.
  • When it comes to global employment, we walk the walk.
  • We''re proof that companies don''t need an office to create a highly-engaged culture.
  • Since the company''s inception in January 2020, Oyster has:- Created a fully-distributed, vibrant team of 500+ employees across 60+ countries- Established a diverse leadership team and an employee base that''s 60% female- Achieved one of the highest employee engagement scores in its class**Raised $150 million in Series C funding at a valuation of over $1 billion!**Our momentum speaks to the power of global employmentand we''re just getting started! If you want to change the world with Oyster _and_ be empowered to work remotely while doing so, we''d love for you to apply!**The Role **Location: While this position is posted in a specific location, all of Oyster''s positions are fully remote and you can work from home.
  • Forever.
  • To create the best experience for our new hire (you?!) this role does require that you are based within +5 / -5 UTCOyster provides a Global Employment SaaS platform as well as some HR-related services to our end users.
  • We are passionate about ensuring the customer experience when working with Oyster is delightful, even when things go wrong.
  • This requires us to have a robust way to handle escalations to ensure a fast response and resolution.
  • We are committed to learning and improving so that we continually enhance our Customer''s experience.
  • We are looking for a dedicated Customer Escalations Manager to own our management of escalations end-to-end.
  • The role sits within the Customer Operations team who support the Customer Experience (CX) organization.
  • CX is the voice of Oyster to our Customers and Team Members when they need additional help or support using the Oyster platformor with related global employment services.
  • CX also creates and grows long term customer relationships to ensure success and value when working with Oyster.
  • **What you''ll do**- Partner and collaborate with a range of cross-functional teams including; Product & Engineering, Finance Operations, Payroll Operations, Legal, HR, Customer Success, and Sales Leadership to oversee the delivery of a unified escalation experience for customers and team members- Ensure superb execution of the escalation resolution process, with transparent communication that grows internal/external customer satisfaction- Work directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed, regularly acting as the customers'' advocate helping prioritize and gain momentum in solving complex challenges**Key responsibilities**:- Address incoming critical escalations from executives and/or key customers, and coordinate response, often across multiple teams, in order to facilitate swift and effective resolution of those issues- Coordinate the Major Escalations Team using both asynchronous and synchronous ways of working to provide a response across multiple functions for complex escalations- Manage customer and internal stakeholder communications for any multi-customer issues via multiple communication channels ensuring updates are timely, accurate, and actionable- Ensure data regarding escalations is logged so that root cause analysis (RCA) can be performed- Lead cross-functional post-escalation reporting and process reviews to ensure continuous improvement of operations and execution, enabling the delivery of post escalation reports to customers and stakeholders- Contribute to the continuous evolution of escalation processes and procedures**What we''re looking for**- 2+ years experience of working in a Customer Escalation or Incident Management role- 5+ years of working directly with Customers in Customer Support or Customer Success roles, preferably working with SaaS platforms- Practical experience managing escalation or incident response across multiple support teams- Experience collaborating with global teams to quickly understand issues, propose solutions, and facilitate decision making- Excellent operational and services experience in a SaaS platform environment, providing software and support to a wide range of global customers- [BONUS] experience of the ITIL framework for service management is helpful- [BONUS] understanding of SaaS platform development and release cycles- [BONUS] understanding of issues specifically relating to HR and Payroll**You''ll also need.
  • .
  • .
  • **:- A reliable home internet connection (or be able to get one)- Fluent English language skills**How we work together at Oyster**:Our values guide the work we do, th

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

Envie esta vaga para um amigo!

 

Cadastro Inicial

Preencha os campos abaixo
  • Ao criar uma conta, você aceita nossa Política de Privacidade e nosso Termo de Adesão
 

Acesse sua Conta

Preencha os campos abaixo

ou acesse com seu provedor
 

Recuperação de Dados de Acesso

Informe seu e-mail cadastrado