Senior Support Escalation Management

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Advocacy & Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust.

Our Senior Support Escalation Management (Service Manager) function is positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will manage a team of these individuals supporting some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, and utilising Microsoft technologies to modernise their business.  

We create an environment where you can do your best work and build a career both in the Service Management function as well as the wider Microsoft organisation. As your interests and goals evolve, we will enable you to connect you with a diverse, thriving community that can help you grow.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.