Senior Manager of Escalations

Job Summary

Leading the Escalations organization, the full-time Senior Manager of Escalations will manage complex customer issues, oversee a team of Escalations Managers, and collaborate across departments to enhance resolution processes in a hybrid work environment.

Key responsibilities

• Own the operating model and outcomes of the Escalations function, partnering with various teams to reduce time-to-resolution and prevent recurring issues
• Accountable for team KPIs, focusing on quality resolutions through technical troubleshooting and collaboration with internal teams
• Lead, coach, and develop a team of Escalations Managers, ensuring their performance and career growth while championing team culture

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 within a high-growth SaaS or technology environment
• Experience in communicating with and influencing senior/executive leadership on complex customer situations
• Analytical experience in setting and reporting against SLAs and service metrics
• Cross-functional leadership experience partnering with R&D, FinTech, Customer Success, and Legal