[Remote] Manager, Escalation Management at Confluent

Spain

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

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

Responsibilities

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

Skills

Escalation Management

Incident Management

Team Leadership

Performance Coaching

Process Optimization

Metrics Monitoring

Root Cause Analysis

Customer Satisfaction

Cross-functional Collaboration

Operational Excellence

Confluent

Data streaming solutions for real-time processing

About Confluent

Confluent specializes in data streaming solutions, focusing on helping businesses manage and process real-time data streams. Its main product is built on Apache Kafka, an open-source platform that allows users to create real-time data pipelines and streaming applications. Clients, including large enterprises and financial institutions, utilize Confluent's tools to collect, process, and analyze data streams, which helps them make quicker and more informed decisions. Unlike many competitors, Confluent offers a subscription-based model for its cloud platform, Confluent Cloud, and its on-premises software, Confluent Platform, ensuring a steady revenue stream. The company also provides professional services like training and consulting to assist clients in optimizing their data streaming solutions. Confluent's goal is to be a leader in the data streaming market, enabling organizations to leverage real-time data for improved operational efficiency.

Mountain View, CaliforniaHeadquarters

2014Year Founded

$443.5MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Best Teammates on Planet Earth - Loving your job has a lot to do with the people around you. Luckily at Confluent, you will find some of the most genuine people who make you excited to come to work each day.

Adjustable Working Arrangements - While most of our employees work typical business hours, we encourage everyone to partner with their manager to make a schedule that works best for them and Confluent.

Robust Benefits - Health and wellness is important and Confluent is proud to offer a total benefits program that ranks in the top percentile of companies similar in size to our industry in our established geographies.

Rest and Recharge Days - Personal time off is great but it is even better when your whole team has the day. Each quarter, teams have three recharge days where the entire team logs off and refreshes before coming back to work.

Weekly Lunch Spend - At Confluent, we have a weekly lunch program called “No Pay Thursday.” On Thursdays, lunch is provided by Confluent at local restaurants and grocery stores, taxes may apply for some countries.

Flexible Paid Time Off (PTO) - Confluent employees work really hard to meet the needs of our growing and scaling business. To make sure that we don’t burn out, we encourage everyone to balance their PTO in an adequate way.

Risks

CTO Chad Verbowski's retirement may lead to a temporary leadership vacuum.

WarpStream acquisition may present integration challenges, disrupting operations.

Participation in MongoDB AI Program exposes Confluent to competitive pressures.

Differentiation

Confluent's platform is based on Apache Kafka, a leading open-source data streaming technology.

The company offers a subscription-based model, ensuring steady recurring revenue streams.

Confluent's solutions cater to diverse industries, enhancing real-time data processing capabilities.

Upsides

Increased adoption of Apache Flink complements Confluent's existing Apache Kafka-based solutions.

Integration with MongoDB's AI Applications Program enhances AI-driven data processing capabilities.

The OEM Program launch can drive new partnerships and expand market presence.

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