US Escalation Manager (Customer Support)

US Escalation Manager (Customer Support)

Role overview

Coordinate and lead resolution of escalated customer issues, especially high-impact incidents. Help build and mature the escalation management function (processes, standards, templates) within the support organization, using data and feedback to drive continuous improvement.

Responsibilities

• Coordinate cross-team efforts to resolve escalated customer issues and high-impact situations
• Build out the escalation management function, including processes, standards, and templates across Support
• Use data, metrics, and customer feedback to inform operational and tactical decisions that improve incident and escalation management
• Communicate clearly with both technical and business audiences

Requirements

• 8+ years of customer support experience with specific expertise in escalation management
• Strong contextual interpretation, writing, and summarization skills
• Ability to communicate effectively at an executive level with customers and internal stakeholders
• Experience working cross-functionally with Support, Engineering, Product Management, Customer Success, and directly with customers
• Experience building escalation management processes in a SaaS environment with measurable cross-functional deliverables/outcomes

Nice to have

• Bachelor’s Degree in Computer Science or a related field (or Computer Engineering/related engineering field)