Lead Escalation Management team 24x7x365 SaaS env.
Responsible for hiring, development, and skills management of Escalation Managers.
Build/maintain proactive and reactive business processes for escalations.
Collaborate with product/engineering for knowledge & feature readiness.
Deliver data-driven insights to improve quality and efficiency.
Report updates to stakeholders, including C-level when applicable.

🎯 Requirements

B.S. or M.S. in CS, MIS or equivalent.
6+ years in technical support/service management; 2+ years in leadership.
3+ years in customer-facing role managing escalations or incidents.
Experience in large, enterprise-scale web-based service environments.
Strong analytical, communication, and negotiation skills.
Customer-first mindset; ability to drive cross-functional solutions.

🎁 Benefits

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