Escalation Manager

Job Summary

Acting as the primary point of contact for customer support case escalations, the full-time Escalation Manager will manage and resolve complex technical issues, facilitate high-priority incidents, and maintain communication with customers and internal teams in a remote environment.

Key Responsibilities

• Ensure timely and satisfactory resolution of customer support case escalations
• Lead cross-functional initiatives to address complex issues within high-risk accounts
• Analyze trends in escalations to identify systemic issues and recommend improvements

Required Qualifications

• 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations
• Proven track record of resolving high-impact customer issues and managing critical incidents
• Exceptional communication skills, particularly with executive-level management
• Understanding of SaaS organizational constructs including Product, Engineering, and Support
• Familiarity with support-related tools such as Salesforce Service Cloud and Jira