Technical Escalation Manager

CentralReach • Fort Lauderdale, FL

1d • $55,000 - $70,000 • Hybrid

About The Position

CentralReach is seeking a Technical Escalation Manager to manage cases escalated from customer-facing teams to the Product organization. The role connects Customer Success, Sales, Support, and Product to ensure customer needs and technical issues are understood and addressed appropriately. The manager reproduces and documents issues, helps prioritize technical issues and requests, provides context for support cases, and communicates updates and expectations to customers and internal teams. Success requires strong cross-functional collaboration, customer empathy, organization, sound judgment, and the ability to adapt in a fast-paced, distributed environment.

Requirements

• At least 2 years of experience in the ABA space, with domain knowledge of clinical and practice management.
• At least 1 year of experience at a B2B SaaS company.
• Analytical and process-oriented mindset.
• Clear and effective communication skills, including verbal and written communication and presentations.
• Ability to prioritize work and shift priorities as needed to meet deadlines.
• Ability to work in a fast-paced, team environment with a high sense of urgency.
• Excellent organizational skills and attention to detail.
• Ability to diagnose and recreate issues.
• Strong customer empathy and ability to represent the customer's perspective internally.
• Ability to build cross-functional relationships and collaborate as part of a team.
• Positive, professional demeanor and sound judgment when working with employees at all levels and with different backgrounds.
• Ability to adapt to an ever-changing environment and work with minimal direction while producing strong results.
• Comfort working in a distributed, semi-virtual environment.

Responsibilities

• Coordinate among Customer Success, Sales, Support, and Product regarding customer technical issues and requests.
• Replicate and document cases in an actionable, succinct manner.
• Assist with prioritizing technical issues, requests, and bugs.
• Groom cases by providing context and further documentation around support issues.
• Serve as a resource for Support team members engaging with customers, providing context about product defects and feature requests.
• Proactively communicate case updates and manage expectations around delivery.
• Meet targets for response time, resolution time, and customer satisfaction.

Benefits

• Competitive compensation
• Comprehensive health benefits
• Generous paid time off
• 401(k) matching
• Paid parental leave
• Hybrid work schedules
• Career development support
• Wellness programs
• Opportunities to give back through the CR Cares™ community engagement initiative

What This Job Offers

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