Customer Escalation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and prioritize incoming support tickets to identify critical escalations, recurring patterns, and potential systemic challenges.

• Serve as the initial contact for complex and high-stakes customer escalations that extend beyond standard support avenues.

• Take ownership of and manage the comprehensive escalation and problem management lifecycle in collaboration with Product and Engineering teams, from identification to resolution, ensuring compliance with internal SLAs.

• Ensure that escalated issues are prioritized and directed appropriately across Support, Engineering, and Product teams.

• Handle customer communications regarding escalated matters through both written and verbal channels (email, calls, virtual meetings).

• Act as a trusted advocate for customers during escalations, maintaining customer satisfaction while balancing internal priorities.

• Collaborate closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to facilitate timely and effective resolution of escalations.

• Function as a liaison to guarantee that escalations are visible and supported by the right resolver teams.

• Develop, document, and enforce escalation standards, including a “fix-forward” policy where applicable.

• Assist in refining escalation workflows, playbooks, and internal runbooks.

• Analyze escalation trends and problem occurrences to uncover opportunities for recurrence reduction.

• Facilitate and support incident retrospectives, ensuring teams comprehend root causes, contributing factors, and follow-up actions.

• Guide teams through incident reporting and post-incident processes, ensuring consistent execution and high-quality outcomes.

• Provide actionable recommendations to enhance product usability, support processes, documentation, and customer onboarding, ensuring that agreed-upon actions are tracked to completion.

• Oversee risk escalation and ensure that resolution paths minimize customer impact.

• Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational objectives.

⛳️ Requirements

• 3–5+ years of experience in escalation management, technical support, customer success, or related areas.

• Demonstrated experience managing customer-impacting incidents in a production SaaS setting, including the use of incident management tools (such as incident.io) to coordinate responders, manage timelines, and drive post-incident actions.

• A curious and data-driven mindset with experience in trend analysis and outcome reporting.

• Strong capability to work with datasets, metrics, and reporting to troubleshoot issues, evaluate customer impact, and drive data-informed escalation and post-incident decisions.

• Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira).

• Excellent communication skills for both customers and internal teams, with the ability to simplify complex technical concepts.

• Outstanding prioritization and organizational abilities.

• 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.