Join AireSpring as the Vice President of Escalations for our Managed Service Provider (MSP) division, a pivotal leadership role that ensures seamless resolution of complex customer challenges in the fast-paced telecommunications sector. This position is crucial for maintaining AireSpring's reputation as a trusted partner, directly impacting customer retention, revenue growth, and operational excellence by overseeing escalations that could otherwise jeopardize key accounts and partnerships. In this high-stakes role, you will lead the escalations team in triaging and resolving critical issues daily, conducting root cause analyses on escalated tickets from MSP clients, and implementing preventive measures to reduce recurrence rates by at least 20% quarterly. Weekly, collaborate with sales, engineering, and support departments to align on client priorities, facilitate cross-functional war rooms for urgent outages, and deliver executive summaries on resolution metrics. Monthly, develop and refine escalation protocols, mentor team leads on advanced troubleshooting techniques specific to VoIP, SD-WAN, and cloud connectivity services, and report KPIs such as mean time to resolution (MTTR) and customer satisfaction scores (CSAT) to C-suite stakeholders. You will manage a team of 10-15 escalation specialists, conduct performance reviews, and spearhead training programs on emerging telecom technologies, ensuring the team exceeds service level agreements (SLAs) consistently. Candidates must possess a Bachelor's degree in Telecommunications, Business Administration, or a related field, with a Master's preferred, and at least 10-15 years of progressive experience in customer support or operations within the MSP or telecom industry, including 5+ years in senior leadership roles handling escalations. Expertise is required in telecom protocols like SIP, BGP, MPLS, and tools such as ServiceNow, Zendesk, Wireshark, and CRM platforms. Industry certifications such as CCNP, ITIL Expert, or CCIE are highly desirable, along with proven success in managing high-volume ticketing systems and driving process improvements in a 24/7 support environment. Success demands exceptional technical acumen in network diagnostics and MSP service delivery, paired with soft skills like strategic leadership, empathetic communication, and crisis management to de-escalate tense client situations. You should excel in data-driven decision-making, fostering team motivation through coaching, and building stakeholder relationships across engineering, product, and executive levels. Proficiency in analytics tools for visualizing escalation trends and a customer-centric mindset are essential competencies. AireSpring is a leading global MSP delivering innovative connectivity, cloud, and security solutions to enterprises worldwide, with a mission to simplify complex communications through cutting-edge technology. Our Atlanta office thrives in a collaborative, high-energy culture that values innovation, work-life balance, and employee growth, featuring diverse teams united by a passion for exceeding client expectations in telecommunications. We offer competitive compensation with salary not specified, comprehensive health, dental, and vision insurance, 401(k) matching, generous PTO starting at 20 days, and flexible hybrid work options. Additional perks include performance bonuses, stock options, professional development stipends, wellness programs, and tuition reimbursement to support your long-term success. Advance your career at AireSpring through clear paths to C-level roles, ongoing training in emerging telecom trends, and mentorship programs. Apply today by submitting your resume via our careers portal to join a forward-thinking team driving industry innovation.