ਕੰਮ ਦਾ ਵੇਰਵਾ

Role Overview

This position is offered through a partner organization managing all applications and subsequent recruitment steps. They seek a Customer Escalation Manager based in the United States to play a crucial role in enhancing customer satisfaction within a rapidly expanding SaaS company.

The role requires taking ownership of resolving complex customer problems, ensuring that significant escalations are addressed promptly and effectively. It involves close collaboration with support, engineering, and product teams to identify root causes and implement long-term enhancements.

Key Responsibilities

Continuously monitor support cases to pinpoint urgent escalations, repeated issues, and prospective improvements.
Lead management of complex, high-impact customer escalations demanding coordination beyond the usual support mechanisms.
Oversee the entire lifecycle of escalation and problem management by prioritizing, tracking, and resolving issues within set timelines.
Collaborate with Product, Engineering, Support, and technical teams to investigate and resolve issues.
Perform detailed technical analysis involving database queries, session inspections, app and network log examinations, and transaction-level troubleshooting.
Map and analyze data flows across systems and integrations to determine underlying causes and aid solutions.
Communicate with customers via email, phone, and virtual meetings maintaining openness and trust.
Advocate on behalf of customers while considering business objectives and technical limitations.
Develop and refine escalation protocols, procedures, playbooks, and documentation.
Support post-incident reviews to identify root causes, contributing factors, and necessary corrective actions.
Evaluate escalation patterns, customer impact, and operational metrics to drive process improvements.
Deliver reports and insights on escalation outcomes, service levels, and opportunities to improve customer experiences.

Candidate Requirements

Minimum 3 to 5 years of relevant experience in escalation management, technical support, customer success, or incident management roles.
Demonstrated expertise handling customer-impacting incidents in production SaaS settings.
Familiarity with incident management and tracking tools such as incident.io, Zendesk, Jira, or similar platforms.
Strong analytical ability to work with data sets and metrics to detect trends and make evidence-based decisions.
Competence in technical troubleshooting using logs, system data, integrations, and operational process analysis.
Excellent communication skills for articulating complex technical information clearly to diverse audiences.
Effective prioritization, organizational proficiency, and project management skills.
A customer-centric approach balancing urgency, impact, and sustainable solutions.
Experience with SaaS platforms, cloud technologies, or multifaceted tech ecosystems.
Knowledge of accounting principles or experience with accounts receivable software considered beneficial.
Ability to work autonomously while effectively engaging multiple internal stakeholders.

Benefits and Perks

Attractive compensation aligned with a fast-growing SaaS enterprise.
Fully remote work culture with location flexibility.
Flexible paid time off policy.
Comprehensive medical, dental, vision, HSA/FSA, and mental health benefit packages.
Annual $1,000 adventure travel stipend encouraging personal exploration and rejuvenation.
Stock options to foster employee ownership and alignment with company success.
401(k) matching plan available.
Work alongside seasoned leaders and high performance teams.
Supportive environment promoting continuous learning, accountability, and career advancement.

Additional Information

Artificial intelligence tools may be used during recruitment to assist in application review, resume analysis, and evaluation of responses for consistency or verification. These tools support but do not replace human hiring decisions, which remain final. Candidates can inquire about data processing by reaching out directly.

Customer Escalation Manager