Escalations Manager

Job Summary

A company is looking for an Escalations Manager to join their Global Support Organization on the West Coast.

Key Responsibilities

• Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
• Manage communications to customers and internal executive teams during product incidents
• Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts

Required Qualifications

• 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations
• Proven track record of managing critical incidents and resolving high-impact customer issues
• Understanding of SaaS organizational and operational constructs including Product, Engineering, and Support
• Strong data-driven decision-making skills and process-oriented mindset
• Familiarity with support-related tools such as Salesforce Service Cloud and Jira