Support Account Manager - Escalations & Account Support
New
Remote, India, APAC, PST / EST / EMEA / early APACFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 4 years of experience
- Required Skills
- AWSETLGCPJiraAzureRESTful APIsSaaSZendeskLooker
Requirements
- 4 years of experience in customer support operations, technical account coordination, customer success, or support program management (or equivalent).
- Strong written and verbal communication: ability to deliver crisp updates to customers and internal stakeholders, including executives when needed.
- Strong organizational skills and follow-through; able to manage multiple accounts/issues simultaneously.
- Comfort working cross-functionally and navigating ambiguity to drive next steps.
- Technical aptitude and ability to learn complex systems quickly (SaaS, cloud, data integration preferred).
- Solid judgment: knows when to escalate, how to set expectations, and how to balance urgency with accuracy.
- Flexibility to support occasional after-hours needs, including participation in a weekend/on-call rotation for Premium customers and high-severity incidents.
- Calm under pressure, customer-empathetic, and team-oriented.
- Comfortable using AI-powered tools responsibly.
Responsibilities
- Own the support experience for a portfolio of accounts by coordinating ticket progress, follow-ups, and customer communications.
- Track and manage follow-up SLAs / status update cadence, ensuring customers receive timely updates, next steps, and realistic ETAs.
- Partner with Support Engineers to convert technical investigation into clear customer-facing updates.
- Maintain accurate case hygiene (severity, business impact, owner, next update due, blockers, links to Jira work).
- Monitor customer sentiment and satisfaction signals and flag risks early.
- Assist in prioritizing and triaging escalated cases based on severity, impact, and urgency.
- Serve as a customer-facing coordinator for critical or complex cases.
- Collaborate with cross-functional teams to unblock progress and drive toward resolution.
- Track progress on escalations and ensure action items are clear, owned, and timeboxed.
- Identify trends in escalations and contribute recommendations for improvements.
View Full Description & ApplyYou'll be redirected to the employer's site
