Escalations Manager (Remote - US)

5+ years of experience in enterprise technical support At least 2 years managing escalations, preferably in B2B SaaS 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 Ability to build trust quickly and influence decisions Strong data-driven decision-making skills and process-oriented mindset Familiarity with support tools such as Salesforce Service Cloud, Jira, and Slack

Serve as the primary contact for escalated customer support cases. Facilitate high-priority incidents and manage communications with customers and internal executive teams. Lead cross-functional initiatives to resolve complex issues. Triage, prioritize, and assign escalations. Develop and execute action plans for escalated issues. Analyze escalation trends to identify systemic issues and recommend improvements. Conduct post-mortem reviews for major incidents.