Manager, Escalation Management

About Confluent

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 a Manager, Escalation Management to join our Global Technical Support organisation at Confluent. This is a remote leadership position responsible for overseeing a team of Escalation Managers within the global Escalation Management function, supporting customers who use Confluent’s cloud and on-prem products through escalation and incident management processes. The Manager will drive operational excellence, ensure customer satisfaction, and foster continuous improvement through effective leadership, cross-functional collaboration, and process optimisation.

What You Will Do

• Take accountability for direct reports and team members located across the EMEA, APAC, and AMER regions, fostering effective collaboration and regular interaction with employees in each region to ensure seamless execution of escalation management responsibilities.
• Lead, coach, and develop a team of Escalation Managers, ensuring high performance, engagement, and professional growth.
• Oversee and prioritise the handling of customer escalations and incidents, driving team accountability for resolution time and customer experience.
• Foster a culture of empathy, problem-solving, and continuous improvement across the team.
• Monitor trends, root causes, and metrics related to escalations; recommend and implement process improvements to drive operational efficiency and better outcomes.
• Act as a senior escalation point for critical incidents, ensuring swift resolution and effective communication with customers and internal teams.
• Guide team members in coordinating large cross-functional efforts, both internally and with customers, ensuring effective communication and executive-level reporting.
• Collaborate closely with Product Support, Engineering, Customer Success, and other stakeholders to advocate for customer needs and drive systemic improvements.
• Facilitate regular review and knowledge-sharing sessions to keep the team informed of technical updates, best practices, and lessons learned.
• Ensure adherence to and evolution of escalation and incident response processes; oversee seamless execution of regional and global transitions.
• Manage scheduling, including coverage for weekends and holidays, to guarantee 24/7 support continuity.

What You Will Bring

• Proven track record in Technology leadership with specific experience in managing teams in the area of Escalation Management, Technical Support, Incident Response, or related customer-facing leadership roles.
• Proven team leadership and people management experience, including hiring, coaching, and performance management.
• Strong written and verbal communication skills, with the ability to influence and lead cross-functional groups.
• Demonstrated ability to analyse complex technical issues and guide teams toward effective solutions.
• Experience developing and driving process improvements within a technical support or escalation environment.
• Excellent collaboration skills, with a track record of building relationships and advocating for customers both internally and externally.
• Steady, empathetic approach to stressful and high-impact situations.
• Working knowledge of Confluent products and related technologies is preferred.

Key skills/competency

• Escalation Management
• Technical Support Leadership
• Incident Response
• People Management
• Process Improvement
• Customer Satisfaction
• Cross-functional Collaboration
• Problem Solving
• Confluent Platform
• Operational Excellence