Escalation Leader

About the role:

Finonex is a trusted and established trading-platform company, delivering innovative and scalable technology for global markets.

We are looking for an Escalation Leader to play a key role in our Customer Experience team and lead critical, high-complexity escalations.

In this role you will:

Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to technical Support with escalation and de-escalation of customer issues
Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
Be the professional mentor of the global technical support team and encroach the technical knowledge of all members
Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
Define and implement methods, procedures, tools, and policies to meet the team’s technical knowledge and ensure high-quality service is delivered to customers.
Act as the highest escalation point of technical issues and events
Effectively act as the funnels between technical support team and R&D to assist with the prioritization of production issues

You have:

At least 3 years of global escalation management experience or a similar role
At least 5 years of experience in technical support roles (interacting and escalating directly with engineering and development teams)
Solid experience supporting Linux-based products (OS Admin or equivalent)
Project managerial skills and background
Enjoy working with customers and collaborating with colleagues using excellent communication and problem-solving skills
High standards of performance and customer service for self and others on the team
Strong verbal and written English and excellent interpersonal skills
Excellent communication and leadership skills
Fluent English and Hebrew (both written and spoken)

Will be nice that you have:

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