Senior Manager of Escalations
Job Summary
Leading the Escalations organization, the full-time Senior Manager of Escalations will manage a team focused on resolving complex customer issues, driving quality outcomes, and collaborating with various departments in a remote environment.
Key responsibilities
- Own and optimize the operating model for the Escalations function to enhance resolution times and prevent recurring issues
- Accountable for team KPIs, focusing on quality resolution and conducting business review insights
- Lead and develop Escalations Managers, fostering a strong team culture and championing change initiatives
Required qualifications
- 7+ years of experience in customer support, success, or escalations, including 3+ years in a managerial role
- Proven track record in building or scaling escalations functions in a high-growth SaaS or technology environment
- Experience influencing senior leadership on complex customer situations
- Strong analytical skills with experience in setting and reporting SLAs and service metrics
- Cross-functional leadership experience collaborating with R&D, FinTech, Customer Success, and Legal
Complete Job Description
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