Escalation Manager at Confluent: Rewriting Data Movement

Confluent is at the forefront of data streaming, revolutionizing how companies interact with information in real-time. Our mission is to put data in motion, empowering organizations to react faster, build smarter, and create dynamic experiences. Joining Confluent means becoming part of a team that values hard questions, honest feedback, and mutual support. We prioritize collaboration over individual achievements, fostering an environment where smart, curious individuals work together towards a common goal.

About the Role

We are seeking a skilled and dedicated Escalation Manager to join our Global Technical Support organization, covering the UK and EMEA region. In this remote individual contributor role, you will be a crucial part of our escalation management team. You will be responsible for supporting customers using Confluent's cloud and on-prem products through our established escalation and incident management processes. Your daily actions will directly impact resolution times, customer satisfaction, and our continuous improvement efforts.

A Day in the Life of an Escalation Manager

As an Escalation Manager at Confluent, your day will be dynamic and focused on ensuring swift and satisfactory resolution of critical customer issues. Here’s a glimpse into your daily activities:

• Initial Assessment: Quickly review and understand all details of a customer escalation to grasp the core issue and its impact.
• Coordination: Organize and lead cross-functional teams through internal and customer-facing calls to align efforts and gather updates.
• Technical Insight: Extract technical status and planned next steps from various technical teams to maintain a clear understanding of progress.
• Action Tracking: Identify and assign owners to open action items, ensuring each task is tracked to closure.
• Executive Summaries: Prepare concise summaries of the problem, business impact, technical efforts, and next steps for executive stakeholders.
• Customer Advocacy: Champion the customer's perspective throughout the escalation process, ensuring their voice is heard and needs are addressed.
• Expectation Management: Set realistic expectations and communicate effectively to provide relief and drive issue resolution.
• Status Updates: Provide regular and clear status updates on all escalated issues, both internally and externally.
• Regional Transfers: Execute seamless handoffs of escalated situations into and out of your region to maintain continuity.
• Process Adherence: Ensure the entire team adheres to all escalation and incident response processes for consistency and efficiency.

Why Remote in the United Kingdom?

Confluent embraces remote work to attract top talent from diverse locations. Being based remotely in the United Kingdom allows you to:

• Work-Life Balance: Enjoy the flexibility of working from home, balancing professional responsibilities with personal life.
• Global Impact: Contribute to a global team supporting customers across the UK, EMEA, and beyond.
• Diverse Perspectives: Bring your unique perspective and experience to a team that values diversity and inclusion.
• Reduced Commute: Eliminate daily commutes, saving time and reducing stress.

Career Path at Confluent

Confluent is dedicated to the growth and development of its employees. As an Escalation Manager, you can advance your career through various paths:

• Senior Escalation Manager: Take on more complex escalations and lead initiatives to improve escalation processes.
• Escalation Manager Lead: Manage a team of Escalation Managers, providing guidance and mentorship.
• Incident Manager: Focus on broader incident management processes, coordinating responses to major incidents.
• Technical Account Manager: Build relationships with key customers, providing proactive support and guidance.
• Management Roles: Advance into leadership positions within the Technical Support organization.

Salary and Benefits

Confluent offers a competitive salary and comprehensive benefits package. The estimated salary range for an Escalation Manager in the United Kingdom is between $70,000 and $95,000 USD per year, depending on experience and qualifications. Our benefits package includes:

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Paid parental leave.
• Professional development opportunities.
• Employee assistance program.
• Wellness programs.
• Retirement plan with company match.
• Remote work flexibility.

Confluent Culture: Come As You Are

At Confluent, belonging isn’t just a perk—it’s our baseline. We believe that the best ideas come from diverse perspectives, and we foster an inclusive environment where everyone can lead, grow, and challenge what’s possible. We are proud to be an equal opportunity workplace, making employment decisions based on job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.

How to Apply

To apply for the Escalation Manager position at Confluent, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience in escalation management, technical support, and customer service.

Frequently Asked Questions (FAQ)

1. What is Confluent's mission? Confluent’s mission is to put data in motion, enabling companies to react faster, build smarter, and deliver dynamic experiences.
2. What are the key responsibilities of an Escalation Manager? Key responsibilities include coordinating cross-functional teams, providing status updates, and ensuring customer satisfaction during escalations.
3. What skills are important for this role? Important skills include strong communication, problem-solving, and collaboration abilities.
4. What is the career path for an Escalation Manager at Confluent? Career paths include Senior Escalation Manager, Escalation Manager Lead, and roles in incident management or technical account management.
5. Does Confluent offer remote work opportunities? Yes, this position is fully remote, allowing you to work from anywhere in the United Kingdom.
6. What benefits does Confluent offer? Confluent offers a competitive salary, comprehensive health insurance, paid time off, and professional development opportunities.
7. What is Confluent's culture like? Confluent fosters an inclusive and collaborative culture where diverse perspectives are valued.
8. How does Confluent support employee growth? Confluent provides professional development opportunities and supports employees in their career advancement.
9. What technologies will I be working with? You will gain exposure to Confluent's cloud and on-prem products, as well as related technologies.
10. How does Confluent ensure customer satisfaction? Confluent prioritizes customer satisfaction by providing timely and effective support during escalations and incidents.