Escalation Manager

Who you are

• A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required
• Experience building the escalation management function within a SaaS software environment including cross-functional deliverables and outcomes
• Experience working cross-functionally with support, engineering, product management, customer success and directly with customers to drive successful outcomes
• Ability to communicate effectively at an executive level with customers and internal stakeholders
• Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences
• Bachelor's Degree in Computer Science or Computer Engineering, or related Engineering field. (Nice to have)

What the job involves

• The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations
• They will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations
• This role requires a builder who can both act as the escalation manager while building out the function within our support team
• Reporting into the VP, Customer Support
• Manage high level, high visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and Customers until resolution
• Build out the escalation management function, processes, standards, and templates across the support organization
• Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management
• Create and execute data-driven customer recovery plans for every escalation and incident that is addressed
• Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes