APAC Escalation Coordinator

The APAC Escalation Coordinator is responsible for managing case escalation requests and account escalations from beginning to end, ensuring appropriate prioritization by all teams. This includes validating escalations, responding directly to clients when necessary, and working with Customer Support Managers to resolve escalations through to closure. The role involves collaborating with the Escalation Team to proactively review and suggest methods for reducing or preventing future escalations, defining and managing the Case Escalation process, and reporting on escalation trends, volumes, and outcomes. Responsibilities also include understanding the root cause of customer issues, cooperating with different departments to secure necessary resources, negotiating clear exit/success criteria with customers, creating prioritized action plans, driving solution implementation within expected timeframes, and measuring customer expectations for realistic timelines. The coordinator will also direct customers to standard procedures after success criteria are met and complete their role largely independently within defined policies and procedures, cooperating with global departments to solve complex issues.