Get to know inriver
At inriver, we believe there’s a better way to drive e-commerce. We know consumer trust is earned when organizations create better online experiences to tell their stories. We’re passionate about helping our customers deliver those experiences.

We believe in inspiring and contributing to both customer and employee success across the globe. As a team, we work together to make an impact and help our community thrive and grow.

Let’s get into the details
As an Escalation Manager at inriver, you will be a part of the Services team working with services and support of our PIM product and apps. You will be a critical piece who will help us to build the new support organization and also defining, implementing and refining the escalation management process. Your task completions will make a difference, and you will clearly see what you have accomplished in our releases.

The Escalation Manager is responsible for making sure that customer’s business critical issues are prioritized and resolved swiftly to ensure value of inriver products and services making Customers successful. You will be acting as liaison between customers, partners, support and R&D, communicating with technicians as well as senior management and coordinating resources.

What your role will entail

• Investigate and drive escalations to resolution
• Act as coordinator of resources needed to resolve issues
• Liaise with R&D and product organization
• Communicate with all stakeholders, both internally and externally
• Measure, follow-up and report on escalations
• Proactively drive root cause analysis to prevent problems
• Assist in the development and maintenance of the escalation management process
• Ensure alignment with inriver’s and Services values and goals

What we look for

• Strong communication and customer interaction skills
• 8-10 years’ professional working experience
• +5 years’ experience in customer facing roles
• Proven track record of problem solving and process development 
• Excellent written and verbal communication skills in English

The inriver culture
The inriver culture is about being a purposeful, active member of a team, and giving back to the greater community. We call this “asONE” and it is key to what we do and how we act across the organization. The idea is simple, but the message is strong. We move asONE in everything we do

If you are interested, please apply as soon as possible and with all documentation in English