With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within the Customer Experiences & Success organization (CE&S), Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Advocacy & Customer Trust (ACT) delivers connected support experiences to our customers to gain and maintain their trust.
As the Area Support Lead (ASL) - US Federal, you will own Crisis Communications for your Area and liaise with the C-Suite of Microsoft’s most strategic customers, acting as a trusted advisor and partner for your Area’s Leadership (CVP/AVP/GM). You’ll be the Commander and Technical Leader during a Service Incident or large scale event, co-ordinating key leaders and decision makers across our Support and Engineering Organisations. You’ll have executive-facing communication skills to restore confidence, and partner with the customer’s Account Team to prevent recurrences through the Customer Engagement Plan to improve and shape the support experience, acting with urgency to produce the best possible outcomes.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.