NAMER Support Escalations Manager

Asana•San Francisco, CA

7d•$144,000 - $170,000•Hybrid

About The Position

The Technical Escalation Manager is a strategic leader responsible for shaping escalation governance, driving cross-functional alignment at all levels, and influencing long-term product and operational improvements. This role combines strong executive presence, operational discipline, and the ability to translate customer-impacting issues into strategic insights and organizational change. This role is also responsible for ensuring customer escalations are resolved in a timely manner through coordinated ownership, clear action items, and aligned execution across teams. This role is based in our San Francisco office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

Requirements

8+ years of experience in customer-facing technical roles (TAM, Solutions Architect, Implementation, Technical Services, etc), with deep experience managing complex, high-pressure technical situations
2+ years experience as Escalations Manager or similar role in SaaS
Demonstrated ability to lead and mature an escalation function or similar operational program 0 including designing frameworks, establishing governance, and driving cross-functional alignment
Strong technical acumen across SaaS architecture, APIs, integrations, enterprise IT environments (SSO, SCIM, permissioning models), and an ability to quickly understand product behavior and failure modes
Exceptional communicator with strong executive presence - skilled at translating complex technical issues into clear, actionable insights for both technical and non-technical audiences
Proven track record coordinating across Engineering, Product, Operations, and Support to ensure timely resolution of customer-impacting issues, while balancing competing priorities
Analytical, structured, and data-driven. Comfortable partnering with other teams to build dashboards, interpreting trends, and informing strategy through metrics, RCAs, and pattern analysis
Familiar with agile and scrum processes
Hands-on experience with support ticketing and escalation management tools such as Salesforce Service Cloud, PagerDuty, or similar to efficiently track and resolve issues
Adept at influencing product direction and operational priorities based on customer-impacting insights and systemic escalations
Calm, composed, and effective in high-pressure customer situations, with strong judgment around when to escalate, when to push, and how to de-escalate
Passionate about customer trust, operational rigor, and building a culture of clarity, ownership, and accountability
Comfortable operating at both strategic and tactical levels - whether building frameworks, coordinating action items across teams, or communicating with executives
Thrives in ambiguity, moves quickly, and continuously adjusts to what matters most for customers and the business
Thrives in ambiguity, moves quickly, and continuously adjusts to what matters most for customers and the business
Experience using and supporting complex work management tools like Asana
Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

Responsibilities

Quarterback customer escalations and drive timely resolution - ensuring that customer escalations are ultimately de-escalated and resolved, by partnering cross-functionality with internal stakeholders to ensure there is clear ownership, clear action items, and that communications are executed promptly and seamlessly.
Lead the strategic direction and governance of the global customer escalations program - ensuring clear processes, defined ownership, seamless communication, and aligned priorities that drive fast and accurate resolution of customer critical issues across regions and teams
Manage internal escalations , orchestrating the right internal teams to resolve issues quickly and effectively
Build and scale operational systems - including daily / weekly stand-ups, dashboards, workflows, communication frameworks, and decision structures that ensure visibility, consistency, and accountability across the organization
Demonstrate exceptional judgment in high-pressure customer situations , balancing diplomacy and assertiveness to de-escalate, set clear expectations, and align stakeholders on a path to resolution.
Maintain strong executive presence with customers while mobilizing internal teams, removing roadblocks, and ensuring issues are resolved with accuracy and urgency
Partner at senior levels with Product, Engineering, and Operations to anticipate customer-impacting risks, influence long-term fixes, ensure support readiness for feature and policy changes, and eliminate sources of recurring friction
Communicate with executive presence , providing crisp updates to leadership on systemic risks and blockers, translating complex technical concepts for all audiences, and leading in high-pressure customer situations.
Build organizational capability by mentoring leaders and ICs, strengthening escalation readiness, and elevating communication and decision-making excellence across the broader team