Escalation Manager
Leads high-impact customer escalations while building the escalation management function across a SaaS support organization. The role requires 8+ years of customer support experience, cross-functional leadership, executive communication, and strong analytical and writing skills.
About the job
Responsibilities
- Manage high-level, high-visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, customers, and external partners through resolution.
- Build the escalation management function, including 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 each escalation and incident.
- Apply business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting.
Requirements
- 8+ years of customer support experience, including specific expertise in escalation management.
- Experience building an escalation management function in a SaaS software environment, including cross-functional deliverables and outcomes.
- Experience working cross-functionally with support, engineering, product management, and customer success, as well as directly with customers, to drive successful outcomes.
- Ability to communicate effectively at the executive level with customers and internal stakeholders.
- Excellent contextual interpretation and writing skills, with the ability to summarize and communicate effectively to technical and business audiences.
Nice to Have
- Bachelor's degree in Computer Science, Computer Engineering, or a related engineering field.
Skills
Customer Support, Escalation Management, SaaS, Incident Management, Customer Success, Product Management, Engineering, Data Analysis, Metrics, Technical Writing
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