Escalation Manager - London - Confluent

    Confluent
    Confluent London

    2 days ago

    Description
    We're not just building better tech. We're rewriting how data moves and what the world can do with it. With Confluent, data doesn't sit still.

    Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

    It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.
    One Confluent. One Team. One Data Streaming Platform.
    About the Role We are seeking an Escalation Manager to join our Global Technical Support organization at Confluent. This is an individual contributor role within the global Escalation Management team covering the UK and EMEA region. The position is remote.

    As an Escalation Manager, you will be responsible for supporting customers who use Confluent\'s cloud and on-prem products through our escalation and incident management processes.

    Escalation Managers directly impact resolution time, customer satisfaction, and continuous improvement on a daily basis.
    What You Will Do Quickly review and understand all information related to a customer escalation at a high level.
    Coordinate large cross-functional teams via internal and customer-facing calls.
    Successfully acquire technical status and next steps from the various technical teams.
    Identify open action items and owners for tracking until closure.
    Summarize the problem, business impact, technical efforts, and next steps in an executive summary format.
    Ensure the customer's voice is heard throughout the escalation process. Advocate for the customer by speaking up where necessary.
    Set correct expectations and drive relief and resolution through effective communication.
    Provide regular status updates for all escalated issues internally and externally.
    Execute a seamless transfer of escalated situations into and out of your region.
    Ensure the collective team adheres to all escalation and incident response processes.
    What You Will Bring 2+ years of experience in Escalation Management, Product Support, Incident Response, or other customer-facing roles.
    Strong written and verbal communication skills.
    Experience coordinating and facilitating the resolution of complex problems.
    Ability to understand complex technical products at a high level.
    Excellent collaboration skills and experience.
    You are a problem solver who naturally jumps in to help others.
    You handle stressful problems with empathy and a steady response.
    Comfortable working in a customer-focused environment.
    A basic understanding of Confluent products and related technologies.
    Ready to build what\'s next? Let's get in motion.
    Come As You Are Belonging isn't a perk here. It's the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what's possible.
    We're proud to be an equal opportunity workplace.

    Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

    #J-18808-Ljbffr

  • Escalation Manager

    2 weeks ago

    Only for registered members London £83,300 - £97,700 (GBP)

    We're not just building better tech. We're rewriting how data moves and what the world can do with it.Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them. · ...

  • Escalation Manager

    2 weeks ago

    Only for registered members London Full time

    We're not just building better tech.We're rewriting how data moves and what the world can do with it.With Confluent,data doesn't sit still.Our platform puts information in motion/streaming in near real-time so companies can react faster/build smarter/deliver experiences as dynami ...

  • Escalation Manager

    2 weeks ago

    Only for registered members London, England Remote job

    We're not just building better tech. We're rewriting how data moves and what the world can do with it. · Quickly review and understand all information related to a customer escalation at a high level. · Coordinate large cross-functional teams via internal and customer-facing call ...

  • Shop -Oncall Escalation Program Manager

    2 weeks ago

    Only for registered members London

    Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. · Establish effective escalation SOP & process and guidelines. · ...

  • Shop -Oncall Escalation Program Manager

    2 weeks ago

    Only for registered members London, England

    The Service and Support Center (SSC) is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers. · ...

  • EMEA Appeal and MOC Specialist

    2 weeks ago

    Only for registered members London

    We are searching for an EMEA Appeal and MOC Specialist to join a global social media company in the UK. · This role sits within the Appeals and Moderation On-Call (MOC) function and focuses on handling escalations, · appeal quality, · and cross-functional coordination across the ...

  • Senior Information Technology Engineer

    4 days ago

    Only for registered members London

    A leading accredited MSP in Central London with a highly skilled Service Desk is looking for a Senior IT Engineer (3rd Line) to join their team. · You will join as a senior escalation point on the Service Desk, working closely with the Service Desk Manager, Escalations Team Leade ...

  • Supplier Business Manager (PR/007108)

    3 days ago

    Only for registered members London

    We're looking for a Supplier Business Manager to own a key supplier relationship, · act as the main escalation point, and ensure top-tier performance in a regulated environment.You'll manage disputes, · deliver monthly reviews, and influence outcomes through strong relationships ...

  • Program Manager

    2 weeks ago

    Only for registered members London

    +The successful candidate will actively manage shipments end-to-end, solve problems in real time, and coordinate across multiple technical and compliance stakeholders. · ...

  • Escalator Technician

    4 days ago

    Only for registered members London

    We're looking for an experience Escalator Technician who thrives on solving complex engineering challenges and shaping the future of field service excellence.In the Escalator Technician role, you'll bring senior-level technical and product expertise to the installation, maintenan ...

  • ED Flow Co-ordinator

    1 month ago

    Only for registered members London £33,094 - £36,195 (GBP)

    This role within the administrative team in Emergency Department supports the smooth running of the department by managing patient flow.The post holder will assist clinical staff on the shop floor by monitoring waiting times and pressure areas. · ...

  • Escalator Technician

    1 day ago

    Only for registered members London

    We're looking for an experience Escalator Technician who thrives on solving complex engineering challenges and shaping the future of field service excellence.In the Escalator Technician role, you'll bring senior-level technical and product expertise to the installation, · mainten ...

  • Supplier Business Manager

    1 month ago

    Only for registered members London

    We're looking for a Supplier Business Manager to own a key supplier relationship, act as the main escalation point, and ensure top-tier performance in a regulated environment. · Manage suppliers end-to-end: onboarding, operational management, offboarding · Lead monthly supplier p ...

  • Service Manager

    1 month ago

    Only for registered members London

    This service manager will support the operational stability of key Digital Delivery Hub products — Gateway Forms. · Act as the escalation point of contact for live service issues across Gateway Forms. · Lead initial triage and coordination of incident response activities. · ...

  • De-Risking Project Lead

    4 weeks ago

    Only for registered members London

    The De-Risking Project Lead will manage client relationships for high profile or escalated projects and work with the client director to prepare costings for new project work across the De-risking teams. · Assess and manage flagged risks in pension scheme data. · ...

  • Supplier Business Manager (PR/007045)

    2 weeks ago

    Only for registered members London

    We're looking for a Supplier Business Manager to own a key supplier relationship... · Experience in a regulated or service-based environment · Strong stakeholder management and dispute resolution skills · ...

  • Regional Paraplanning Manager

    1 day ago

    Only for registered members London

    This is a senior leadership role responsible for the strategic direction technical quality governance and performance of a multi-region paraplanning function within a regulated financial planning firm.Oversight across several regional paraplanning teams ensuring advice support is ...

  • De-Risking Project Lead

    3 days ago

    Only for registered members London

    The De-Risking Project Lead manages client relationships for high-profile projects. · ...

  • Service Manager

    1 month ago

    Only for registered members London

    The Service Manager will support the operational stability, incident responsiveness and day-to-day service management of key Digital Delivery Hub products — Gateway Forms, CBRE and the Register API Service. · This role provides hands-on operational oversight and is critical to ma ...

  • Incident Manager

    2 weeks ago

    Only for registered members London

    We at Coforge are hiring for Incident Response Manager with following skillset. · Lead and coordinate the organisation's response during security incidents. · ...

  • EMEA Appeal and MOC Specialist

    2 weeks ago

    Only for registered members London

    The EMEA Appeal and MOC Specialist team ensures sellers and creators have a channel to feedback to TikTok regarding enforcements. The team follows an onsite work schedule requiring employees to work in the office 5 days · a week.Moderation On-Call Establish effective escalation ...

Jobs
>
London