Escalation Support Lead - India

COMPANY OVERVIEW

Domo is a native cloud-native data experiences innovator that puts data to work for everyone. Underpinned by AI, data science, and a secure data foundation, our platform makes data actionable with user-friendly dashboards and apps. With Domo, companies get intuitive, agile data experiences that power exponential business impact. 

Summary 

As an Escalation Lead at Domo, you'll be at the forefront of tackling complex support cases that can't be resolved through standard processes. In this role, you'll focus on finding solutions, working closely with internal teams, and ensuring our customers have the best possible experience. This position requires a proactive mindset to problem-solving, quick but quality decision-making, and a strong commitment to not only case resolution but customer satisfaction.  

You will be part of a passionate, fast-paced, and solutions-oriented team dedicated to addressing complex challenges and improving internal processes. A successful candidate will show exceptional leadership skills, resilience under pressure, and the ability to influence cross-functional teams to achieve timely and effective outcomes.

Key Responsibilities 

• Take ownership of high-impact customer support escalations, ensuring they are addressed efficiently and effectively.
• Collaborate closely with internal teams, to align on resolution strategies and drive successful outcomes.
• Assess complex situations, prioritize actions, and make informed decisions to resolve escalations swiftly.
• Manage multiple escalations simultaneously, ensuring timely prioritization and follow-ups to maintain momentum.
• Offer technical expertise, best practices, and mentorship to frontline advisors to improve escalation handling skills

Must-Have Qualifications

• 3+ years of experience in support, escalation management, or a related field, focusing on handling complex issues and collaborating with stakeholders.
• Excellent communication skills to convey complex ideas clearly to both customers and teams.
• Strong problem-solving and analytical skills for addressing technical challenges.
• Ability to manage multiple escalations, prioritize tasks, and maintain momentum.
• Strong organizational skills with an emphasis on documentation and tracking.
• Proactive and independent, offering strategic direction for escalations.
• Effective collaboration across teams, including engineering, product, and account management.
• Strong conflict resolution and negotiation skills for handling challenging conversations.

Nice-to-Have Qualifications

• Proficiency with Domo, Jira, or Salesforce.
• Understanding of SaaS platforms and cloud technologies.
• Ability to summarize escalation outcomes for different audiences.
• Familiarity with technical troubleshooting in complex environments.
• Effective problem-solving and critical thinking skills.
• Strong decision-making abilities in challenging situations.

Day-to-Day Responsibilities 

• Approve or deny escalation requests submitted by internal teams based on predefined criteria.
• Monitor escalated cases and ensure timely updates are provided to customers and internal teams.
• Coordinate with engineering and support teams to ensure escalations progress efficiently and resolutions are implemented effectively.
• Provide mentorship and guidance to support advisors to enhance their escalation management capabilities.
• Analyze and document trends from escalations, presenting insights to leadership for process improvement.
• Contribute to ongoing training efforts related to escalation management best practices.

LOCATION: Pune, Maharashtra, India 

INDIA BENEFITS & PERKS

• Medical cash allowance provided   
• Maternity and Paternity Leave policy  
• Baby bucks: cash allowance to spend on anything for every newborn or child adopted  
• Haute Mama: cash allowance to spend on Maternity Wardrobe (only for women employees)
• 18 days paid time off + 10 holidays + 12 medical leaves  
• Sodexo Meal Pass  
• Health and Wellness Benefit   
• One-time Technology Benefit towards the purchase of a tablet or smartwatch  
• Corporate National Pension Scheme  
• Employee Assistance Programme (EAP)  

Domo is an equal opportunity employer.  

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