As the Manager of Emergency Customer Resolutions, you will lead a technical team of engineers that communicate and collaborate cross functionally and externally. You will develop relationships between various departments such as Service Engineering, Product, Platform, Engineering, and Technical Operations teams to quickly resolve issues that arise from our premium customers. You and your team will work to identify problems and determine the root cause, manage the bugs ticket queue, and resolve issues rapidly and get our users back on track.

The ideal candidate for this role is comfortable in a player-coach role, managing a small technical team while also being responsible for day-to-day execution. You will thrive in a fast paced and high intensity environment.

Responsibilities:

• Manage emergency escalations from customers and own full issue lifecycle, this includes working directly with customers to communicate and track solutions, fixes, and releases 

• Partner and collaborate with numerous departments, such as Service Engineering or Technical Operations, to ensure your team is successful.

• Act as the point person to identify, manage and resolve customer feature requirements and enhancements with security and usability focus

• Empower your team to take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.

• Collect information and document bugs with Engineering for product issues that are impacting customers. 

• Assess and prioritize your team’s customer cases ensuring timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.

• Manage your team to ensure every escalated issue is met with a high quality response in a timely manner. Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.

Requirements:

• Previous experience as a people manager in an engineering environment is required

• 8+ years of relevant industry experience

• BS Degree or Master's Degree (or equivalent experience) in Computer Science, Software Engineering, or in a related field.

• Previous experience as a Software Engineer working on system/architecture design using related technologies such as Java, C/C++, Python, Linux, and AWS

• Experience in SaaS platform specifically in development, solution, service engineering is a requirement

• Excellent analytical and tactical management of complex customer escalations

• Strong written comprehension and verbal communication skills.

• Fluency in Mandarin is required.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

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