Support Escalation Manager

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.

Advocacy and Customer Trust  

• Do you want to empower every person and every organization on the planet to achieve more?  

• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?  

• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.  

 In Advocacy and Customer Trust, we are focused on how we can Empower, Help, and Advise Microsoft customers, partners and stakeholders. We engage in solving complex problems for our customers, we collaborate and share knowledge with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.  

 Our team is geographically distributed, we speak many languages, and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.  

Our culture is built around attributes that drive our every decision and our every action:  

• Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers’ experiences easy, insightful and trusted.  

• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.  

• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.  

• One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.  

• Making a difference - we drive impact by looking for ways to continually improve our day-to-day responsibilities and the connections between our work and others.

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.

Required/minimum qualifications

Additional or preferred qualifications

• Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience.
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).

Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $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 $125,000 - $206,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

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.