Escalation Manager (Customer Support)

📋 Description

• Manage high-visibility customer escalations until resolution.
• Collaborate with engineering, product, and customer success teams.
• Build escalation management processes across the support team.
• Use data and metrics to inform incident decisions.
• Create data-driven recovery plans for escalations.
• Coordinate meetings and deliverables across teams.

🎯 Requirements

• 8+ years in customer support with escalation management.
• Experience building escalation function in SaaS.
• Cross-functional work with support, engineering, product, and customers.
• Ability to communicate at executive level with customers.
• Strong writing to summarize for tech and business audiences.
• Bachelor's Degree in CS/CE or related field (nice to have).

🎁 Benefits

• Benefits starting from Day 1.
• Retirement Plan Matching.
• Flexible Paid Time Off.
• Wellness Support Programs.
• Parental & Caregiver Leaves.
• Fertility & Adoption Support.