Escalation Manager

📋 Description

• Coordinate escalated customer issues across teams until resolution.
• Partner with Engineering, Product, CS Engineering, and Support.
• Build out the escalation management function within the support team.
• Use data, metrics, and feedback to improve incident handling.
• Create data-driven recovery plans for escalations and incidents.
• Communicate with customers and executives to drive outcomes.

🎯 Requirements

• 8+ years in customer support with escalation management experience.
• Experience building escalation management in a SaaS environment.
• Experience cross-functional with support, engineering, product, and customers.
• Clear executive-level communication with customers and internal stakeholders.
• Excellent writing and ability to summarize for tech and business.
• Bachelor's Degree in Computer Science or Computer Engineering, or related field (nice to have).

🎁 Benefits

• Benefits starting from Day 1
• Retirement plan matching
• Flexible paid time off
• Wellness support programs and resources
• Parental and caregiver leaves
• Fertility and adoption support