Technical Lead, Escalations
Current- Lead forward-looking strategies for new features, actively engaging in scrum meetings, demos, and feedback sessions.- Proactively identify opportunities to improve customer experience and reduce support volumes, ensuring heightened customer satisfaction. - Conduct training sessions, create process handbooks, and manage projects. - Reach out to customers proactively to prevent issues arising from new functionality or bugs. - Evaluate feature requests and support team’s knowledge base articles, collaborating with PM and Docs teams for necessary actions. - Play a key role in driving Serviceability initiatives. - Prepare and conduct enablement sessions for newly added product features. - Collaborate with partners, customers, and cross-functional teams to address needs and enhance the product. - Provide constructive feedback to help the team improve, along with mentoring, organizing training, acting as a swarm lead, and assessing team performance.- Interview, train, and evaluate the performance of new hires.- Take a lead role in customer calls for escalated issues, de-escalating situations, and ensuring swift resolution. For Priority 0 (P0) issues, initiate war rooms and engage stakeholders to expedite solutions.- Collaborate with the team to assess individual strengths and weaknesses, addressing skill gaps through targeted development efforts.
