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Customer Escalation Manager
Location
United States
Posted
128 days ago
Salary
0
Seniority
Senior
Job Description
Customer Escalation Manager
Aiwyn
• Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues. • Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels. • Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs. • Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams. • Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings). • Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities. • Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations. • Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams. • Establish, document, and enforce escalation standards, including a “fix-forward” policy where relevant. • Contribute to refining escalation workflows, playbooks, and internal runbooks. • Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence. • Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions. • Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes. • Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion. • Manage risk escalation and ensure resolution trajectories minimize customer impact. • Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals.
Job Requirements
- 3–5+ years in escalation management, technical support, customer success, or related fields.
- Proven experience managing customer-impacting incidents in a production SaaS environment, including use of incident management tooling (such as incident.io) to coordinate responders, manage timelines, and drive post-incident actions.
- Curious and data-driven mindset with experience analyzing trends and reporting on outcomes.
- Strong ability to work with datasets, metrics, and reporting to debug issues, assess customer impact, and drive data-informed escalation and post-incident decisions.
- Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira).
- Clear customer and internal communication skills, with the ability to simplify complex technical concepts.
- Excellent prioritization and organizational skills.
- Familiarity with SaaS platforms and cloud-based software solutions.
- Strong understanding of accounting principles and experience with accounting or accounts receivable software.
Benefits
- Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
- Remote, work-from-anywhere culture
- Flexible PTO
- World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
- Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
- 401(k) matching
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