Customer Escalation Manager

Jobgether

2d • Remote

About The Position

In this role, you will take ownership of high-impact customer issues, ensuring swift resolution and exceptional communication throughout the escalation lifecycle. You will operate at the intersection of customer support, engineering, and product teams, driving collaboration and accountability in complex technical environments. Your work will directly influence customer satisfaction, trust, and long-term retention. By analyzing data, identifying trends, and leading post-incident reviews, you will contribute to continuous improvement across processes and products. This position offers strong visibility, meaningful impact, and the opportunity to shape how critical incidents are managed. You will thrive in a fast-paced, remote-first environment that values autonomy, ownership, and excellence.

Requirements

• 3–5+ years of experience in escalation management, technical support, customer success, or related roles within a SaaS environment.
• Proven track record of managing customer-impacting incidents using incident management tools and structured workflows.
• Strong analytical mindset with experience working with datasets, metrics, and reporting to drive decision-making.
• Familiarity with support platforms and issue tracking tools such as Zendesk and Jira.
• Excellent communication skills, with the ability to explain complex technical issues in clear, customer-friendly language.
• Strong organizational, prioritization, and problem-solving abilities in high-pressure environments.
• Comfort working across integrated technical ecosystems, diagnosing issues across applications, databases, and third-party systems.

Nice To Haves

• Experience with cloud-based SaaS platforms and accounting-related software is a plus.

Responsibilities

• Monitor and triage incoming support tickets to identify critical escalations, recurring themes, and systemic risks.
• Act as the primary point of contact for complex, high-impact customer escalations beyond standard support workflows.
• Own and manage the full escalation lifecycle, coordinating cross-functional teams to ensure timely resolution and adherence to SLAs.
• Lead incident response efforts, including investigation, root cause analysis, and post-incident retrospectives.
• Communicate clearly and proactively with customers through written and verbal channels, ensuring transparency and trust.
• Collaborate closely with Support, Engineering, and Product teams to prioritize fixes and prevent recurrence.
• Develop and refine escalation processes, playbooks, and internal runbooks to improve response effectiveness.
• Track performance metrics, analyze trends, and deliver actionable insights to improve product reliability and customer experience.

Benefits

• Competitive salary package.
• Fully remote, work-from-anywhere culture.
• Flexible paid time off.
• Comprehensive healthcare coverage, including medical, dental, vision, HSA/FSA, and mental health support.
• Stock options and 401(k) matching.
• Annual $1,000 travel stipend.
• Collaborative, high-performance team culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed