Escalations Manager
Vilnius
B2B Commercial – Customer Success - B2B Commercial /
Full Time /
Hybrid
The B2B Commercial Team is the engine driving Nord Security’s growth in the corporate cybersecurity sector.
Our focus is on strategic partnerships and integrations. Engaging with clients and delivering impactful business solutions that secure their digital presence – this is what fuels our drive and success.
As the Escalations Manager, you will serve as the primary point of contact for internal knowledge about our product offering. This role requires a blend of technical expertise, problem-solving acumen, analytical mindset, and exceptional communication skills to ensure customer concerns are addressed effectively while maintaining operational excellence. You will work cross-functionally with other internal teams to identify root causes, propose solutions, and help implement process improvements that enhance the overall customer experience.
Main Responsibilities:
- Review daily priorities and take appropriate action to ensure results are achieved
- Own and manage the lifecycle of customer escalations from intake to resolution
- Develop and refine escalation processes and workflows to enhance efficiency and reduce future incidents
- Maintain an orderly support workflow according to priorities
- Collaborate with L2 support, engineering, product, and other teams to document all new issues and their resolutions, but also to maintain the current knowledge base
- Work closely with product teams to understand and give input into product changes relating to the customer experience department
- Serve as a customer advocate by ensuring escalated concerns are heard, understood, and addressed
- Analyze recurring escalation trends to identify root causes and areas for improvement
- Provide regular reporting on escalations, including metrics, trends and present findings and recommendations to senior leadership for strategic decision-making
- Monitor customer feedback about products or services to identify potential issues before they become problems.
Core Requirements:
- 2+ years in a customer support, technical support, or escalation management role, preferably in a SaaS and/or cybersecurity environment
- Excellent written and spoken English skills
- Strong stakeholder management skills
- Demonstrated understanding of common customer service tools and processes (Atlassian suite, Zendesk, etc.)
- Familiarity with SaaS platforms, cybersecurity technologies, and enterprise IT environments
- Strong analytical and problem-solving skills with attention to detail
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Experience in managing cross-team projects to completion.
Salary Range:
- Gross Salary 2320 - 3810 EUR/Month.
About Us
Nord Security is a global leader in internet privacy and security solutions and Lithuania’s second tech unicorn. Established in 2012, Nord Security now has more than 1400 employees and serves millions of users worldwide. Our team has a global mission to shape a more secure and peaceful online future for people everywhere. With that in mind, we built several advanced cybersecurity solutions: NordVPN, NordLayer, NordLocker, NordPass, NordProtect, NordStellar, and Saily.
And we’re always looking to expand our team of:
• Future shapers
• Restless achievers
• Self-movers
• Honest communicators
• Team players
What We Offer
• Access to Nord Security products. We build solutions used by millions of users worldwide, and you’ll get to experience our products firsthand;
• Professional growth. Internal and external events, online training, conferences, books - everything you need to reach full potential;
• Health benefits. Private health insurance, online and on-site workouts, consultations to feel and be your best;
• Mental wellbeing. Access to mental health tools like Calm, Headspace, and Mindletic. Options for therapy to keep your emotional wellbeing in check;
• Team spirit. Team buildings and parties with games, shows, tastings, food coupons, gifts, and it’s on us;
• More free time. Stay with us and additional vacation days will be added to your calendar;
• Additional paid leave. Additional days are covered by us in cases of illness or special occasions;
• Flexibility. Flexible working time arrangement.
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