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Key Duties and Responsibilities

• Manage high level, high visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and Customers until resolution.
• Build out the escalation management function, processes, standards, and templates across the support organization.
• Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.
• Create and execute data-driven customer recovery plans for every escalation and incident that is addressed.
• Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.

Skills and Qualifications

• A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required.
• Experience building the escalation management function within a SaaS software environment including cross-functional deliverables and outcomes.
• Experience working cross-functionally with support, engineering, product management, customer success and directly with customers to drive successful outcomes.
• Ability to communicate effectively at an executive level with customers and internal stakeholders.
• Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences.
• Bachelor's Degree in Computer Science or Computer Engineering, or related Engineering field. (Nice to have)