Acast was founded in 2014 and is one of the most eminent podcast platforms, and a pioneer in the open
podcast ecosystem, connecting all podcasting stakeholders to one common software infrastructure.
Through its infrastructure, Acast allows advertisers to efficiently target an engaged audience of listeners
through dynamic ad insertion, while podcasters are given access to a range of monetization opportunities and the necessary tools to expand their listener base.
The company has a global footprint across 12 countries and, during 2020, had approximately three billion
listens on Acast-connected podcasts. Today, Acast hosts more than 35,000 shows. Acast’s headquarters are located in Stockholm, Sweden and the Company has 12 local subsidiaries including UK, US, Australia, Norway, France, Germany, Ireland, Mexico and Canada.
The role of the Customer Escalation Manager is to develop and execute processes that improve the experience for all customers, that also scale as Acast grows. You will support and amplify the success of a global team of Customer Success Associates by creating and deploying internal training, building automations to reduce customer response times and human involvement , and by working to fix and triage complicated customer queries before they reach the product teams. You will interact with other Customer Escalation Managers across the globe, with a specialized focus on supporting the Americas and Australia. A key aspect of the role is to also inform our product teams of recurring and important issues that impact customer experience.
Specific aspects of the role are detailed below
Triage and troubleshoot queries and handle requests by CS or Content teams. Work with tech teams to address immediate incidents and fix root causes. Participate in post-mortemwith larger CS team.
Notify Product Teams regarding bugs, incidents and user experience hurdles using automation and clear communication. Help Product Managers better understand the quality of their feature sets. Contribute to product goals broadly, which include scaling the supply of shows and episodes, growing audiences for podcasters, and making podcasters more money. Ensure the customer journey is prioritized and scalable.
Supporting Customer Success Associates Set expectations and understanding of SLA’s. Conduct training and share product knowledge with larger CS team.