Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise customer crises to resolution, acting as the primary owner of high-stakes escalations while collaborating cross-functionally with Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the escalation lifecycle, serving as the single point of contact for enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market and technical teams by translating complex technical challenges into actionable insights
• Decisively mobilize resources in ambiguous situations to assess impacts and deploy necessary support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability and system architecture, translating complex concepts into business impacts
• Exceptional communication skills to convey technical challenges clearly to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence, effectively managing tense situations
• A root-cause mentality with a history of turning tactical fixes into strategic improvements