Escalations Manager

Job Summary

A company is looking for an Escalations Manager, AMER.

Key Responsibilities

• Act as the primary point of contact for all customer escalations, ensuring timely and satisfactory resolution
• Facilitate high priority incidents and coordinate with cross-functional teams to resolve issues
• 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
• Understanding of SaaS organizational and operational constructs
• Knowledge of Lean, Six Sigma, and continuous improvement approaches
• Familiarity with support-related tools such as Salesforce Service Cloud and Jira