Senior Customer Escalations Manager

6 days ago


Singapore New Relic Full time

**Your opportunity**
The Senior Customer Experience Manager is similar to that of the staff-level SCXM with the additional focus on “advanced” aspects of communications, coordination and mentoring across the organization. You engage cross-departmentally on escalated Support issues for New Relic’s high-priority customers. As a vital member of the Global Technical Support team, you facilitate cross-team communication and drive resolution of the most critical and complex technical support issues, own communication of sensitive/strategic Support communications and work across the organization to ensure a positive support experience. In the course of these duties you will model best practices and mentor the SCXM team on handling complex or difficult situations.

**What you'll do**
- Deliver on all the elements of the SCXM job description and...
- Senior SCXM-specific functions:

- Owns the coordination and alignment of other internal groups to provide customers with a unified and cohesive message for product deprecations, product updates, and large-scale customer-impacting announcements. Groups include CSM's, TAMs, Legal, Security
- Leads, with SCXM Management and Team Leads, to execute organizational and customer experience focused projects and process improvements
- Represents the “voice of the customer” in Product Management/Support cross-team meetings and provides guidance on customer communication needs for product changes
- Coordinates with Account Management/Sales teams to schedule and deliver trainings on SCXM team roles and responsibilities and appropriate escalation guidelines
- Manages and partners with account team for priority accounts - take an overview role to proactively identify issues and provide guidance to team members
- Mentors and and guides support engineers and SCXM, acting as an escalation for difficult or hard-to-manage issues from other SCXM team members or from other departments

**This role requires**
- You have a proven track record of mentoring team members and providing leadership for escalated accounts
- You have a demonstrated ability to identify mission critical issues and communicate effectively to internal account and executive teams
- You have a demonstrated ability to lead a project and see it through to completion
- You demonstrate effective presentation skills
- You are highly respected by peers and management for providing effective collaboration and partnerships

**Bonus points if you have**
- Experience as a Support Engineer in Enterprise or SaaS companies
- Experience using New Relic products
- Problem solving or development in React, React Native, iOS or Android

Please note that visa sponsorship is not available for this position.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

**Our hiring process**

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.



  • Singapore Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • Singapore Scoot Tigerair Pte Ltd Full time

    **Summary** - Responsible for managing and ensuring closure of exceptional cases raised by the outsourced support/call centre to the HQ team: generally, more complicated or sensitive cases and other cases that are handled directly by the Customer service team. - Ensure that the agreed/tolerable SLAs are met: timely response to customer. - Respond to...


  • Singapore Microsoft Full time

    **Sr Support Escalation Manager**: Singapore Date posted **Jun 10, 2025** - Job number **1829282** - Work site **Up to 100% work from home** - Travel **0-25**%** - Role type **Individual Contributor** - Profession **Technical Support** - Discipline **Support Escalation Management** - Employment type **Full-Time** **Overview**: - With more than...


  • Singapore Lightway HR Consultancy Pte Ltd Full time

    On behalf of our client, we are looking for Lift/Escalator technicians to join them. **Responsibilities**: 1) To carry out routine maintenance on assigned lifts and escalators 2) Attend to safety and breakdowns of equipment 3) Any other assigned duties For more senior technicians, 1) Assist the manager/senior engineer in any technical aspect of the...


  • Singapore ByteDance Full time

    Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Helo, and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join...


  • Singapore TikTok Full time

    Responsibilities Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Helo, and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create...


  • Singapore RECRUIT LYNC PTE. LTD. Full time

    **Employment Type**:Full-time - **Position**:Modernisation Sales Manager - **Industry**: Lift & Escalator Sector - **Office Location**: West / Central - **Work Location**:Islandwide Singapore (Travel Required) - **Working Hours**:5-Day, Monday to Friday, 8:00 a.m. to 5:00 p.m. - **Monthly Base Salary**:Up to SGD 6,000 **Additional Benefits**: - Transport...

  • Escalations Lead

    1 week ago


    Singapore Aaqua BV Full time

    **Are you ready for a positive and life defining Personal & Professional challenge** **‘Empowering people to live their passions’** Aaqua is a refreshingly new Social experience built around passions. We bring like-minded people, fans, icons, creators and brands together in communities - blending epic online and offline events - centred around...


  • Singapore Agency for Integrated Care Full time

    **Job Snapshot**: **Employee Type**: - Full-Time- **Location**: Singapore- **Job Type**: - Other- Oversee the daily operations of the Quality Service Management (QSM) team and ensure that the Service Levels and KPIs are met - Prepare and update on operational metrics on a regular basis to Senior Management, as well as when required on an ad hoc basis -...

  • Escalation Engineer

    2 weeks ago


    Singapore RIVERBED TECHNOLOGY PTE. LTD. Full time

    About this Position **Work Responsibilities** - Take ownership of customer issues and handle problems through to resolution - Research, diagnose, troubleshoot and identify solutions to resolve customer issues - Follow standard procedures for proper escalation of unresolved issues to the appropriate teams - Prioritize and managing open escalation cases -...