Escalation Manager

📋 Description

• Own and orchestrate high-severity and executive escalations end-to-end.
• Lead cross-functional "situation rooms" with Support, Product, Eng, Success, and Services.
• Communicate with C-level stakeholders during high-pressure scenarios.
• Advocate for the customer and restore trust with timely updates.
• Establish ownership, action plans, timelines, and success criteria.
• Maintain momentum until full customer stabilization.

🎯 Requirements

• 6+ years in enterprise Support, CS, TPM, or Incident Management in SaaS.
• 3+ years managing high-severity or executive escalations.
• Experience partnering with Product and Engineering to resolve complex issues.
• Clear, concise communicator with senior executives internally and externally.
• Data-driven mindset with experience identifying trends and systemic risks.
• Root cause analysis and post-incident review capabilities.

🎁 Benefits

• Bonus/equity may be available.
• Diverse, inclusive workplace and equal opportunity.
• Opportunities to grow your career.