Skills
Support escalations
Customer communications
Troubleshooting
About the Role
Join Microsoft’s Customer Experience & Success (CE&S) organization, where we help customers accelerate business value through exceptional experiences powered by Microsoft products and services. In the Customer Service & Support (CSS) team, you’ll help deliver a seamless support experience that builds trust and confidence for customers worldwide.
Responsibilities
- Own and manage support escalations to drive timely resolution and customer satisfaction
- Coordinate across internal teams to ensure correct prioritization, investigation, and follow-through
- Identify recurring issues and help improve processes to reduce repeat escalations
- Communicate status and outcomes clearly to stakeholders throughout the escalation lifecycle
- Contribute to continuous improvement of support quality and operational effectiveness
Requirements
- Experience handling escalations in a customer support or customer success environment
- Strong troubleshooting and problem-solving skills with a customer-first mindset
- Ability to collaborate effectively across teams and manage competing priorities
- Clear written and verbal communication skills for technical and non-technical audiences
- Comfort working in a fast-paced environment with high customer impact
Benefits
- Opportunity to contribute to AI transformation and improved customer experiences
- Work with a global organization focused on customer outcomes
- Supportive culture and opportunities to grow within CE&S
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