Job Summary
A software company has an open position for a Remote SaaS Software Customer Escalation Manager.
Core Responsibilities Include:
- Overseeing the delivery of a unified escalation experience for customers and team members
- Ensuring superb execution of the escalation resolution process
- Providing assurance and resources as needed, regularly acting as the customers’ advocate
Applicants must meet the following qualifications:
- 2+ years experience of working in a Customer Escalation or Incident Management role
- 5+ years of working directly with Customers in Customer Support or Customer Success roles
- Practical experience managing escalation or incident response across multiple support teams
- Experience collaborating with global teams to quickly understand issues, propose solutions, and facilitate decision making
- Excellent operational and services experience in a SaaS platform environment
