Escalation Leader

Herzliya, IL

About the role:

We are looking for a talented Escalation Leader to join our Customer Experience team

Step into our world, where advanced technologies take center stage, transforming the online trading experience.

With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.

Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.

We offer an excellent work environment where you will be challenged and encouraged to grow professionally

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 (both written and spoken)
Will be nice that you have:
  • Scripting knowledge & experience (Windows / Linux)
  • Bachelor of Sciences in Computer Science
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