Customer Escalation Manager

Job Summary

Working remotely in a full-time capacity, the Customer Escalation Manager will oversee and resolve complex customer escalations, ensuring efficient communication and collaboration across internal teams while prioritizing customer satisfaction.

Key responsibilities:

• Monitor and triage inbound support tickets to identify critical escalations and systemic issues
• Act as the primary contact for high-impact customer escalations, managing the end-to-end escalation lifecycle
• Analyze trends in escalations to recommend improvements and prevent recurrence of issues

Required qualifications:

• 3-5+ years in escalation management, technical support, or customer success
• Experience managing customer-impacting incidents in a production SaaS environment
• Proven ability to analyze data and report on trends related to escalations
• Familiarity with support platforms and issue tracking tools, such as Zendesk and Jira
• Strong organizational skills and ability to prioritize effectively