Executive Escalations Manager

📋 Description

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage
• Own executive escalations end-to-end during your coverage hours
• Communicate crisply with internal stakeholders: brief executives on live situations, give Comms
• Write clear post-escalation reports that capture what happened, what we did, and what should
• Lead a recurring escalations insights forum: identify patterns across escalations and drive the

🎯 Requirements

• 6+ years of experience in escalation management, trust & safety operations, customer support
• Direct, hands-on experience running incidents or escalations: you've been the person investigating
• Sharp written communication—you can brief a senior leader in three sentences and document an
• Excellent judgment under pressure
• Comfort coordinating across functions in real time and influencing partners without positional
• A pattern-detection mindset: you spot the second-order issue beneath the first-order complaint and

🎁 Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Lovely office space in which to collaborate with colleagues