Escalations Manager

A company is looking for an Escalations Manager to join their Global Support Organization on the West Coast.

Key Responsibilities

Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution

Manage communications to customers and internal executive teams during product incidents

Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts

Required Qualifications

5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations

Proven track record of managing critical incidents and resolving high-impact customer issues

Understanding of SaaS organizational and operational constructs including Product, Engineering, and Support

Strong data-driven decision-making skills and process-oriented mindset

Familiarity with support-related tools such as Salesforce Service Cloud and Jira