Customer Support Team Lead, Internal Escalations (Messaging) Job at Uber (Chicago)

Customer Experience Manager

The key purpose of the role is to drive improvements in the overall experience o...

Location

United Kingdom , Kingston

Salary:

Not provided

Unilever

Expiration Date

Until further notice

Requirements

Supply Chain and/or Customer Operations Experience – An experienced SC and/or Customer Experience Manager who can align sales and logistics with supply chain capabilities and with customer needs including managing demand forecasting and improvement of performance metrics like ON TIME IN FULL
Strong analytical Skills – Champions and uses data to drive insight, quickly able to identify to identify problems, root causes, and solutions. Effective at prioritising these for maximum return on time spent. understands Customers Operations and Supply Chain metrics well and use data to inform and influence internal and external stakeholders
Leadership abilities – is highly motivated to make the best contribution that they can and bring out the best in others. Is able to flex their style, adjust messages and how they are delivered based on the audience and the situation. He/she has experience in leading high performing teams, demonstrating high EQ, is able to nurture and build talent. Ability to set a vision for others of how we can improve, and articulate why it is so important, so as to build motivation in the organisation to achieve the vision. As part of this set high standards for the team
Commercial Business Understanding – understands the Customer and Unilever P&L and how the end-to-end Order to Cash cycle operates. Able to identify process improvement opportunities within the Order to Cash cycle
Relationship Building, Partnering, and Influencing – Ability to partner and build trust with a range of stakeholders both internally and externally, using effective communication and influencing skills. Ability to hold positive tension (in other words saying no effectively) when navigating with internal teams to serve our customers better towards a bigger impact
Externally Orientated & Proactive in Identifying Risks / Opportunities – reading the external context within the market and the pressures impacting our Customers, using this to clearly articulate to others what the growth opportunities and risks are for Unilever and driving others to plan ahead
Lifelong Learner – is committed to constantly developing themselves, regularly evaluating their knowledge / skills gaps and taking action to continue to develop in these areas. As a leader they also encourage others to have the attitude of a lifelong learner
Ability to leverage Machine Learning, Copilot, and Generative AI tools, alongside advanced data analytics, Power BI dashboards, and Power Automate workflows to drive insight, efficiency, and decision-making
Process Driven – sees the value in getting things right first time, and organises ways of working to make this happen in a repeatable way
Technology Advocate – embraces new technology, seeks to understand how it works in depth and leads for the use of standardised tools within their team

Job Responsibility

Relationship development with key senior contacts within the Customer Commercial and Supply Chain teams
Drives Improvement in Customer experience metrics (Dispatch Rate, Overdue payments, Forecast Accuracy & Bias, Invoice Accuracy, On Shelf Availability, Claims Completion Times, # of escalations and time spent on escalations, Trade Terms compliance,)
Drive the agenda to enable Unilever to become the #1 Supplier, as measured by the Advantage Group Survey, including mastering what is important for your Customer and how this translates into the specific questions asked within the survey
Understand Customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc) so as to develop opportunities for improved service, reduced cost to serve (including Trade Terms compliance), improved on-shelf availability. Alongside this, the role owns the Customer contact strategy. Ensure the voice of the Customer is heard within Unilever and Genpact
Management of the team of Customer Collaboration Specialists providing support and structure for individual and team development, and set priorities / guidance for the extended Customer team (including team members working for partner organisations). Coach the team to close skills gaps across finance, Commercial, and SC knowledge. Foster an environment of team working across the Unilever and Genpact teams
Ensure Customer insight is fed into the forecast process, working in partnership with CD to achieve this. Driving an improving trend in the Customer level forecast accuracy and bias
Be the main contact point for the Customer Development Director(s) within the Customer Operations team. Agreeing joint improvement plans with Customer Commercial and Supply Chain teams. Work with the Customer Experience Director to develop and deliver the total Customer Operations strategic plan and maintain a cohesive department by taking responsibility outside of the account team for particular processes / projects across the department

What we offer

competitive salary
pension scheme
annual bonus
a free gym / discounts to a local gym
a staff shop
shares
opportunity to work directly with our renowned and exciting brands
flexible and agile environment
family-friendly culture

Fulltime

Technical Support Specialist II

PagerDuty is looking for Technical Support professionals with 2 to 5 years of ex...

Location

Chile , Santiago

Salary:

Not provided

PagerDuty

Expiration Date

Until further notice

Requirements

Know basic concepts of REST API, ideally having worked with Postman
Basic understanding of cloud computing platforms (AWS, GCloud, ServiceNow, Azure)
Understanding of automation workflows, monitoring, and scripting tools used in enterprise operations
Understanding of authentication and security processes
Knowledge of enterprise communication implementations (slack, ms teams, etc)
Experience resolving customer issues using multiple tools, including ticketing solutions (such as Salesforce, Jira) and phone, chat and email
Hands-on product technical support experience with Enterprise Software and SaaS solutions
All communications internally and to our customers are in English. Proficient command of spoken and written English is required
with 2 to 5 years of experience in the above mentioned functions

Job Responsibility

Provide excellent customer service and product support to PagerDuty customers
Take all first-line calls from customers and identify, classify, and troubleshoot issues reported
Successfully resolve customer emails and phone requests through the use of varied ticketing, content, and task management tools
Identify the root cause, understand customers' needs, and set expectations accordingly
Escalate issues that require involvement from Support Engineers, Product Engineers, paor Subject Matter Experts
Improve our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions
Perform administrative tasks required within the Support Delivery area (reporting of hours, preparation of effort estimates, etc.)
Attend and actively participate in the activities and meetings of your work team, providing feedback that promotes continuous improvement
Lead tickets from high-priority customers on an on-call basis
Provide solutions to Enterprise customer's issues through support cases and screen-sharing meetings

What we offer

Competitive salary
Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)

Fulltime

Field Support Engineer

Field Support Engineer role at Hewlett Packard Enterprise focusing on applying t...

Location

China , Beijing

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 5-8 years working experience in related fields desired
Broad knowledge of company products and services offerings
Basic knowledge of corporate organization, job, and policies
Comprehensive business, technical, or functional knowledge
Well versed in core technical competencies (OS, networking, core company applications)
Communicate effectively and tactfully to technical level, first- and middle-level management within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative)
Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions
Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation

Job Responsibility

Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
Integrate technical knowledge and business understanding to create solutions for customers
Resolve most technical incidents independently within your technical area
Work with team members to resolve more complex or cross-technology incidents
Identify potential escalations and alert management proactively
Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility
Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
Balance internal needs with customer needs within defined parameters
May identify additional services that could lead to future service revenue growth
May provide technical consulting during contract renewal discussions

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion policy
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Account Support Specialist

This role has been designed as ‘Onsite’ with an expectation that you will primar...

Location

China , Beijing

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired
Broad knowledge of company products and services offerings
Basic knowledge of corporate organization, job, and policies
Comprehensive business, technical, or functional knowledge
Well versed in core technical competencies (OS, networking, core company applications)
Communicate effectively and tactfully to technical level, first- and middle-level management within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative)
Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions
Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation

Job Responsibility

Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
Integrate technical knowledge and business understanding to create solutions for customers
Resolve most technical incidents independently within your technical area
Work with team members to resolve more complex or cross-technology incidents
Identify potential escalations and alert management proactively
Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility
Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
Balance internal needs with customer needs within defined parameters
May identify additional services that could lead to future service revenue growth
May provide technical consulting during contract renewal discussions

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Field Support Engineer

This role has been designed as ‘Onsite’ with an expectation that you will primar...

Location

China , Shanghai

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired
Broad knowledge of company products and services offerings
Basic knowledge of corporate organization, job, and policies
Comprehensive business, technical, or functional knowledge
Well versed in core technical competencies (OS, networking, core company applications)
Communicate effectively and tactfully to technical level, first- and middle-level management within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative)
Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions
Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation

Job Responsibility

Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
Integrate technical knowledge and business understanding to create solutions for customers
Resolve most technical incidents independently within your technical area
Work with team members to resolve more complex or cross-technology incidents
Identify potential escalations and alert management proactively
Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility
Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
Balance internal needs with customer needs within defined parameters
May identify additional services that could lead to future service revenue growth
May provide technical consulting during contract renewal discussions

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Application System Analyst Lead - Converge Revenue Cycle

The Information Services Lead is responsible for leading and coordinating the ef...

Location

United States , Irving

Salary:

Not provided

CHRISTUS Health

Expiration Date

Until further notice

Requirements

Associates or Bachelor’s degree preferred with a focus in healthcare, business, or information systems
Ability to present complex data in meaningful method, i.e., charts, graphs
Ability to adjust to and implement change
Problem Solving skills
Multitasking skills
Work as a team member
Proficient in Microsoft applications including Word, Excel, and PowerPoint
Excellent customer service skills
Highly effective written and verbal communication and interpersonal skills to establish working relationships that foster optimal quality teamwork and education
Strong organizational skills in managing multiple priorities

Job Responsibility

Acts as primary representation in phases of implementation including build, configuration, testing, go-live support, and optimization
Serves as escalation for the focus area in the support and optimization of team activities
Demonstrates leadership for team to consistently provide strong, high-quality outcomes to end users and stakeholders
Ensures team members adhere to quality standards
Demonstrates an expert level of application understanding, and applies expertise to help meet customer goals and outcomes and set standards
Able to influence operational and clinical project outcomes
Coaches team members to tackle new problems using experimentation, including successes and failure experiences
Inspire creative problem solving beyond standard recommendations and practice
Applies expert level understanding of assigned clinical/business operations, processes, and workflows
and accurately documents, discusses, and identifies dependencies with project team members and stakeholders

Fulltime

Enterprise Growth Manager

We seek an Enterprise Growth Manager to join our team as we continue to serve as...

Location

United States , Austin

Salary:

Not provided

Qualia

Expiration Date

Until further notice

Requirements

7+ years experience in enterprise sales, account management, renewals, or customer success roles with a proven track record of managing high-value accounts
Significant experience in the technology space, preferably with vertical SaaS or B2B enterprise software
Executive presence with demonstrated ability to build trust and credibility with C-Suite executives and senior leadership teams
Expert negotiation skills with experience managing complex, multi-stakeholder contract discussions
Deep understanding of enterprise sales cycles, organizational dynamics, and how to navigate large, sophisticated organizations
Strategic mindset with the ability to develop long-term account plans that balance customer needs with company objectives
Proven ability to work with various internal parties
Strong project management capabilities with experience orchestrating cross-functional initiatives involving multiple internal and external stakeholders
Consultative approach to customer relationships with a focus on solving business problems rather than simply selling products
Exceptional communication skills with the ability to adapt messaging for different audiences and contexts

Job Responsibility

Serve as the primary strategic advisor and relationship owner for Enterprise accounts, managing complex, high-touch relationships with C-Suite executives and senior leadership teams
Develop and execute comprehensive account strategies that align Qualia's product roadmap with customer business objectives
Drive substantial revenue growth by managing complex renewal negotiations and identifying strategic expansion opportunities across multiple product lines
Achieve ambitious monthly revenue targets for renewals and upsell / cross-sell in a high-value account environment
Navigate complex organizational structures and decision-making processes to identify and influence key stakeholders
Proactively identify at-risk accounts and implement sophisticated mitigation strategies, balancing customer advocacy with appropriate pushback when necessary
Mediate between high-value customers and internal teams, serving as both customer champion and internal advocate to ensure alignment and successful outcomes
Lead highly visible, strategic initiatives that require extensive collaboration across Product, Engineering, Legal, Deal Desk, Finance, and executive leadership
Partner extensively with Customer Success Managers, Support, Solution Engineers, and other cross-functional teams to deliver exceptional customer experiences
Conduct deep discovery to understand nuanced customer workflows, regulatory requirements, and business challenges across multiple markets

What we offer

Comprehensive health plans
401k program
Commuter benefits
Professional development
Parental leave
Flexible time off policy
Robust online onboarding program
Biweekly all hands meetings
Variety of internal virtual events

Fulltime

Implementation Project Manager

We are seeking an experienced Implementation Project Manager to join our team at...

Location

United States , Chicago

Salary:

109400.00 - 130613.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

Bachelor's degree in a relevant field or equivalent practical experience
5+ years experience as a program manager or project manager, preferably in the software-as-a-service (SaaS) industry
Strong understanding of customer success principles and experience driving successful customer implementations
Familiarity with Intercom, Zendesk, or similar customer messaging / customer support platforms is highly desirable
Excellent project management skills, with the ability to manage multiple complex projects simultaneously and deliver on schedule
Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
Analytical mindset with the ability to identify and mitigate risks, solve problems, and make data-driven decisions
The ability to understand and articulate technical concepts at a high level (i.e. integration and data migration)
Strong leadership skills, with the ability to motivate and align cross-functional teams toward common goals
Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities

Job Responsibility

Lead end-to-end implementation programs for customers adopting Intercom, ensuring successful and timely onboarding
Define project scope, deliverables and success criteria, aligned with the customers business objectives
Collaborate closely with sales, customer success, and technical teams to gather customer requirements, develop implementation plans, and define project milestones
Act as the primary point of contact for customers, providing regular project updates, addressing concerns, and managing expectations throughout the implementation process
Develop and maintain detailed project and resource plans to ensure that Intercom is implemented within the allocated budget and timeline
Coordinate and facilitate project kick-off meetings, discovery sessions, and regular progress meetings with customers and internal stakeholders
Identify risks and issues that may impact the implementation program, proactively develop mitigation strategies, and escalate as needed
Collaborate with cross-functional teams, such as engineering, product management, and support, to ensure smooth technical integrations and resolve any technical challenges
Monitor and measure key implementation metrics, such as time-to-value, customer satisfaction, and adoption rates, and take corrective actions as needed to drive program success
Serve as a subject matter expert on Intercom's implementation processes, methodologies, and product capabilities, staying up-to-date with the latest features and enhancements

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

Fulltime

Customer Support Team Lead, Internal Escalations (Messaging)

Uber

Location:
United States , Chicago

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 28, 2026

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