Accountabilities:

The Customer Escalation Manager will oversee the complete escalation lifecycle, from identifying critical issues to coordinating resolution and preventing future occurrences. This role requires strong technical curiosity, customer focus, and the ability to collaborate across multiple teams to drive meaningful outcomes.

• Monitor and analyze inbound support cases to identify critical escalations, recurring issues, and opportunities for improvement.
• Act as the primary owner for complex and high-impact customer escalations that require advanced coordination beyond standard support processes.
• Manage the end-to-end escalation and problem management lifecycle, ensuring issues are prioritized, tracked, and resolved within agreed timelines.
• Partner with Product, Engineering, Support, and technical teams to investigate issues and coordinate effective solutions.
• Conduct detailed technical investigations using database queries, user session analysis, application logs, network logs, and transaction-level troubleshooting.
• Trace data flows across integrations and systems to identify root causes and support resolution efforts.
• Manage customer communications through email, calls, and virtual meetings while maintaining transparency and trust.
• Advocate for customer needs while balancing business priorities and technical constraints.
• Establish and improve escalation standards, workflows, playbooks, and internal documentation.
• Support incident reviews and retrospectives by identifying root causes, contributing factors, and follow-up actions.
• Analyze escalation trends, customer impact, and operational metrics to recommend improvements.
• Provide reporting and insights on escalation performance, service levels, and opportunities to enhance customer experience.

Requirements:

The ideal candidate is an experienced customer-focused professional with strong technical problem-solving skills and experience managing complex issues in SaaS environments. You should be comfortable working with data, collaborating cross-functionally, and navigating ambiguous situations.

• 3–5+ years of experience in escalation management, technical support, customer success, incident management, or a related field.
• Proven experience managing customer-impacting incidents within a production SaaS environment.
• Experience using incident management and issue tracking tools such as incident.io, Zendesk, Jira, or similar platforms.
• Strong analytical skills with the ability to work with datasets, metrics, and reporting to identify trends and make informed decisions.
• Ability to investigate technical issues through logs, system data, integrations, and operational workflows.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Strong prioritization, organization, and project management abilities.
• Customer-first mindset with the ability to balance urgency, business impact, and long-term solutions.
• Experience working with SaaS platforms, cloud-based software, or complex technology ecosystems.
• Familiarity with accounting principles or accounting and accounts receivable software is a plus.
• Ability to operate independently while collaborating effectively with multiple internal teams.

Benefits:

• Competitive compensation package within a fast-growing SaaS company environment.
• Remote, work-from-anywhere culture with flexibility.
• Flexible paid time off.
• Comprehensive health benefits including medical, vision, dental, HSA/FSA options, and mental health support.
• $1,000 annual adventure travel stipend to support exploration and personal recharge.
• Stock options providing employees with ownership in company success.
• 401(k) matching program.
• Opportunity to work alongside experienced leaders and high-performing teams.
• Supportive environment focused on learning, ownership, and professional growth.