Customer Escalation Manager

  • New York
  • Full-Time
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

Incident Escalation:
  • 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.

  • Product Communication
  • 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. 

  • Customer success
  • Supporting Customer Success Associates
  • Set expectations and understanding of SLA’s. 
  • Conduct training and share product knowledge with larger CS team.
  • Who you are:

    You have a genuine interest in podcasting and digital audio content. You are passionate about technology and have experience utilizing customer support tech (e.g. Intercom, Zendesk, or a similar platform). You are a problem-solver with first-class communication skills, who can explain tech to those less technical. In regards to work environments, you enjoy a fast-paced environment and excel working within a team, as well as individually. You are also someone who is comfortable being uncomfortable, starting new initiatives, and learning new technical skills on the job. You have aspirations to eventually lead a Support team, or delve deeper into the product or tech functions.

     Additional characteristics include: 
    Extensive Customer Success experienceStrong communication skills. 
    Organized and detail-oriented.
    Able to work cross-departmentally to execute projects and meet tight deadlines. 
    Organized and efficient in workUtilizes project management tools
    Experience working with a CRM system (e.g. Salesforce)​Strong Excel skills Experience of basic HTML is preferred.

    Acast is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, gender, sexual orientation, religion, ethnicity, national origin or any of the other wonderful characteristics that make us different.

    Culture is our number one priority as a business. We believe people come first, and we work every day to enable autonomy, continuous improvement and bring out the best in people. We’re global and have remote teams, so it’s even more important that we strive for an open, inclusive and caring environment where everyone feels visible and welcome. We consider ourselves a modern organization driven by strong values to create the best, most fulfilling and nurturing culture.

    We very much look forward to finding the next great person to join our cause!