Customer Escalation Manager

Job Summary

Overseeing high-impact customer escalations, the full-time remote Customer Escalation Manager will manage complex issues, coordinate with internal teams, and ensure efficient resolution while maintaining customer satisfaction.

Key Responsibilities

• Monitor and triage support tickets to identify critical escalations and systemic issues
• Act as the primary contact for complex customer escalations, managing the entire escalation lifecycle
• Analyze trends in escalations to identify opportunities for reducing recurrence and improving processes

Required Qualifications

• 3-5+ years in escalation management, technical support, customer success, or related fields
• Experience managing customer-impacting incidents in a production SaaS environment
• Data-driven mindset with experience in analyzing trends and reporting outcomes
• Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira)
• Strong prioritization and organizational skills