Escalation Manager

📋 Description

• Own high-severity and executive escalations end-to-end.
• Lead cross-functional situation rooms for rapid resolution.
• Advocate for customers and restore internal/external trust.
• Drive systemic improvements to prevent recurrence.

🎯 Requirements

• 6+ years in enterprise SaaS support, CS, TPM, or incident management.
• 3+ years managing high-severity or executive escalations.
• Experience partnering with Product and Engineering to resolve complex issues.
• Clear communicator with senior executives internally and externally.
• Translate complex tech concepts into business impact.
• Data-driven, identify trends and systemic risks.

🎁 Benefits

• Inclusive workplace with diverse teammates.
• Equal opportunity employer with supportive culture.
• Flexible thinking and opportunities to grow your career.