Customer Escalation Manager

**✨ One platform, a whole world of opportunity**:
Right now, the best jobs are limited to people in a handful of the world's wealthiest cities, yet brilliant people are _everywhere_. 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 employment—and 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 UTC

Oyster 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