Escalations Manager (Remote - US)

Jobgether

2d • $130,000 - $145,000 • Remote

About The Position

This role is critical for ensuring high levels of customer satisfaction by managing and resolving complex technical escalations. You will act as the central point of contact between customers, internal teams, and executive leadership, facilitating timely and effective resolution of high-impact issues. The position involves leading cross-functional initiatives, analyzing trends, and implementing continuous improvements to prevent recurring problems. You will build strong relationships with stakeholders, maintain trust during critical incidents, and contribute to the overall efficiency and effectiveness of the support organization. This is an ideal opportunity for a proactive, customer-focused professional who thrives in a fast-paced, collaborative environment.

Requirements

• 5+ years of experience in enterprise technical support, including at least 2 years managing escalations, preferably in B2B SaaS (cybersecurity experience is a plus).
• Proven track record in managing critical incidents and resolving high-impact customer issues.
• Exceptional communication skills, including experience engaging with executive-level stakeholders.
• Strong understanding of SaaS operations, including collaboration with Product, Engineering, Support, Customer Success, and Sales teams.
• Ability to build trust quickly and influence decisions across diverse teams.
• Strong data-driven decision-making skills and process-oriented mindset.
• Ability to identify risks and dependencies and implement mitigation plans.
• Flexibility, adaptability, and a customer-centric mindset to handle conflict and ensure resolution.
• Familiarity with support tools such as Salesforce Service Cloud, Jira, and Slack.

Responsibilities

• Serve as the primary contact for escalated customer support cases, ensuring timely and satisfactory resolution.
• Facilitate high-priority incidents and manage communications with customers and internal executive teams.
• Lead cross-functional initiatives to resolve complex issues in high-risk accounts.
• Triage, prioritize, and assign escalations to appropriate teams while maintaining accountability.
• Develop and execute action plans for escalated issues, coordinating across technical and business teams.
• Analyze escalation trends to identify systemic issues and recommend improvements to products, processes, and support methodologies.
• Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures.

Benefits

• Competitive base salary of $130,000–$145,000, with potential for bonuses.
• Flexible, collaborative work environment with remote options.
• Generous PTO and holiday schedule.
• Parental leave and education reimbursement programs.
• Progressive healthcare options and retirement programs.
• Opportunities to contribute to cross-functional initiatives and continuous improvement efforts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees