Manager, Escalation Management - Remote, Spain

Are you a seasoned technology leader with a passion for customer satisfaction and a proven track record in escalation management? Do you thrive in a fast-paced, collaborative environment where you can make a real impact? If so, Confluent is looking for you! We are seeking a Manager of the Escalation Management team to join our Global Technical Support organization. This is a remote leadership position based in Spain, where you will oversee a team of Escalation Managers supporting customers using Confluent’s cloud and on-prem products.

Role Overview

As the Manager of Escalation Management, you will be responsible for leading and developing a team of Escalation Managers, ensuring high performance, engagement, and professional growth. You will oversee the handling of customer escalations and incidents, driving accountability for resolution time and customer experience. Your primary focus will be to foster a culture of empathy, problem-solving, and continuous improvement across the team. You will collaborate closely with Product Support, Engineering, Customer Success, and other stakeholders to advocate for customer needs and drive systemic improvements.

A Day in the Life

Here’s a glimpse into what your day might look like:

• Start your day by reviewing the escalation queue and prioritizing tasks for your team.
• Conduct one-on-one meetings with your team members to discuss their progress, challenges, and professional development goals.
• Participate in critical incident calls, providing guidance and support to the team.
• Analyze escalation trends and root causes, identifying areas for process improvement.
• Collaborate with Product Support and Engineering to address systemic issues.
• Review and approve escalation reports and communication to customers.
• Work with Customer Success to ensure customer satisfaction and retention.
• Participate in knowledge-sharing sessions to keep the team informed of technical updates and best practices.
• Manage scheduling to ensure 24/7 support coverage.

Why Remote, Spain?

Confluent embraces remote work, recognizing the benefits of a distributed workforce. Spain offers a vibrant culture, excellent quality of life, and a strategic location for supporting customers across EMEA and beyond. As a remote employee in Spain, you will have the flexibility to manage your own schedule and work from anywhere with a reliable internet connection. You will also have the opportunity to collaborate with colleagues around the world and contribute to a global organization.

Career Path

This role offers excellent opportunities for career growth within Confluent. You could potentially advance to a Senior Manager role, overseeing a larger team or taking on broader responsibilities. You could also transition into other leadership roles within the Global Technical Support organization or other departments within Confluent.

Salary & Benefits

Confluent offers a competitive salary and benefits package, commensurate with experience and location. The estimated salary range for this role in Spain is $120,000 - $180,000 USD per year. In addition to salary, Confluent provides a comprehensive benefits package, including:

• Comprehensive health insurance
• Paid time off and holidays
• Employee stock purchase program
• Retirement plan options
• Wellness programs
• Life insurance
• Disability insurance
• Flexible spending accounts
• Parental leave
• Employee assistance program

Confluent Culture

At Confluent, we believe that our people are our greatest asset. We foster a culture of collaboration, innovation, and continuous learning. We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We encourage our employees to ask hard questions, give honest feedback, and show up for each other. We are one Confluent, one team, one data streaming platform.

How to Apply

If you are a passionate and experienced technology leader with a desire to make a real impact, we encourage you to apply for the Manager of Escalation Management position at Confluent. To apply, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

1. What is Confluent? Confluent is a data streaming platform that enables companies to move data in real-time, build smarter applications, and deliver dynamic experiences.
2. What does the Escalation Management team do? The Escalation Management team is responsible for handling customer escalations and incidents, ensuring swift resolution and effective communication.
3. What are the key responsibilities of the Manager of Escalation Management? The Manager is responsible for leading and developing a team of Escalation Managers, overseeing the handling of customer escalations, and driving process improvements.
4. What skills and experience are required for this role? We are looking for a candidate with a proven track record in technology leadership, experience managing teams in escalation management or technical support, and strong communication and problem-solving skills.
5. What is the work environment like at Confluent? Confluent fosters a collaborative, innovative, and inclusive work environment where employees are encouraged to learn and grow.
6. What is the salary range for this role? The estimated salary range for this role in Spain is $120,000 - $180,000 USD per year.
7. What benefits does Confluent offer? Confluent offers a comprehensive benefits package, including health insurance, paid time off, employee stock purchase program, and retirement plan options.
8. Is this a remote position? Yes, this is a remote position based in Spain.
9. What are the opportunities for career growth at Confluent? Confluent offers excellent opportunities for career growth within the Global Technical Support organization and other departments.
10. How do I apply for this position? To apply, please submit your resume and cover letter through our online application portal.