Escalation Manager
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Job Summary
Working remotely, the full-time Escalation Manager will own escalated customer cases, ensuring successful resolution through proactive communication and coordination with internal teams while driving process improvements in global customer support.
Key responsibilities
- Own escalated defect cases end-to-end, serving as the single point of contact for customers until resolution is confirmed
- Assess and prioritize defect escalations based on business impact and customer experience
- Collaborate with Engineering, Product, and cross-functional teams to drive resolution and track escalation trends for reporting and improvement
Required qualifications
- 4+ years in customer-facing, escalation, or incident management roles within an enterprise SaaS environment
- Proven ability to manage high-pressure situations with strong follow-through
- Experience with advanced troubleshooting of enterprise SaaS/web applications
- Ability to interpret application logs, stack traces, and API responses
- Bachelor's degree or equivalent experience
Complete Job Description
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