Customer Escalation Manager
New
A
AiwynAccounting SaaS
Remote (US-based)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3–5+ years
- Required Skills
- Data AnalysisJiraTechnical supportSaaSZendesk
Requirements
- 3–5+ years of experience in escalation management, technical support, or customer success.
- Proven experience managing customer-impacting incidents in a production SaaS environment.
- Experience using incident management tooling (e.g., incident.io) to coordinate responders.
- Familiarity with support platforms and issue tracking tools like Zendesk and Jira.
- Strong analytical skills with experience using datasets, metrics, and reporting to assess impact.
- Ability to perform technical investigations including database queries, application logs, and network logs.
- Excellent prioritization and organizational skills.
- Clear customer and internal communication skills with the ability to simplify technical concepts.
Responsibilities
- Monitor and triage inbound support tickets to surface critical escalations and recurring themes.
- Act as the first point of contact for complex, high-impact customer escalations.
- Manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering.
- Manage customer communications through written and verbal channels.
- Analyze trends and facilitate incident retrospectives to identify root causes and prevent recurrence.
- Establish and enforce escalation standards, workflows, and playbooks.
- Deliver reporting on escalation performance metrics and SLA adherence.
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