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Customer Success Group
MuleSoft is the leader in implementing API networks by connecting data, devices, and applications. Our Global Customer Support team is looking for talented individuals with a passion for researching and understanding complex technologies to help our team drive customer success with our products. We maintain an extremely high level of satisfaction across our customer base, and we take great pride in our operational efficiency as well as the solutions we provide to customers in every industry.
As an Escalation Specialist , you will play an important role in our overall support growth by ensuring the de-escalation of customer issues and the ongoing happiness of our customers. As part of the Customer Escalation Management (CEM) team within MuleSoft's Global Support organization, the Escalation Specialist’s main task is the support account management and resolve of high priority issues that arise within the existing escalation framework. This includes but is not limited to, monitoring unresolved critical and escalated cases, working very closely with MuleSoft Escalation Managers to help drive ownership and accountability both internally and externally, tracking and managing numerous support cases, and managing/maintaining accurate and thorough customer support records.
What You’ll Do
Complete product, business, and messaging training.
Familiarize yourself with the MuleSoft Global Support org, customers, and cross-functional stakeholders.
Proactively engage with the Customer Success org regarding customers with scheduled Go-Live activities that may be at risk of delay.
Guide cases to resolution via collaboration among the Technical Support, Engineering, and Product teams.
Maintain an open communication channel between MuleSoft and the customer on their overall satisfaction.
Ensure important cases and issues faced by the support team are effectively summarized and communicated with upper management and other departments as required.
Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.
Join customer conference calls to facilitate the discussions and provide escalation management during issues where more input and project organization is needed.
Develop processes, playbooks, templates, or tools as part of continuous internal improvement.
What You’ll Need to be Successful
Bachelor’s Degree in Computer Science, Business or equivalent field/work experience
1-2 years customer or technical support experience
Passion for solving customer issues and a champion of great customer service
Ability to plan, organize, prioritize and independently solve problems seeking help when necessary
Strong project management skills
Ability to multi-task
Ability to successfully handle difficult customers and/or customer situations
Excellent communication (oral and written), interpersonal, and organizational skills
Ability to work independently and under management’s direction
Ability to work in a cross-functional team environment
Customer empathy & a sense of urgency
About MuleSoft, a Salesforce Company
Our mission is to help organizations change and innovate faster by making it easy to connect the world’s applications, data, and devices. Companies like Spotify, McDonald’s, and Unilever rely on MuleSoft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity. Hiring exceptional people who want to build a great company together is our number one priority, and we’re committed to providing an equal opportunity workplace where everyone is supported and inspired to do their best work. We work tirelessly to build this culture, and we’re proud to have been named the #1 Top Workplace in the Bay Area and a best place to work 6 years in a row.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” six years in a row and one of Fortune’s “100 Best Companies to Work For” nine years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org does not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
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At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.