AppZen logo
AppZen

Our patented AI software is purpose-built for finance to deliver autonomous AP and expense audit for modern teams.

Escalation Manager

Location

United States

Posted

29 days ago

Salary

0

Seniority

Lead

10 yrs expEnglish

Job Description

Escalation Manager

AppZen

• Driving resolution of AppZen’s most complex and high-impact customer escalations. • Partnering with CSMs and ISMs to unblock go-lives, stabilize at-risk accounts, and protect customer confidence. • Coordinating across Support, Engineering, Product, and the AppZen Executive Team to deliver timely, durable outcomes. • Monitoring escalated accounts for recurring issues and systemic risks, and driving preventive actions.

Job Requirements

  • U.S. citizenship (required) to support certain customer environments.
  • 10+ years in SaaS across escalation management, support leadership, incident management, or customer success escalations.
  • Strong executive presence and customer communication—able to drive clarity under pressure with internal leaders and customer stakeholders.
  • Proven ability to lead cross-functional teams through ambiguity and deliver outcomes with accountability.
  • Experience with support/engineering workflow tools such as Zendesk and Jira (or equivalent).

Benefits

  • We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.
  • Health insurance
  • Flexible work arrangements.

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