Escalation Manager

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

📋 Description

• Leading the resolution of AppZen’s most intricate and high-stakes customer escalations.

• Collaborating with Customer Success Managers (CSMs) and Implementation Success Managers (ISMs) to facilitate go-lives, stabilize accounts at risk, and maintain customer trust.

• Coordinating efforts across Support, Engineering, Product, and the AppZen Executive Team to achieve timely and sustainable results.

• Monitoring escalated accounts for recurring problems and systemic risks, while implementing preventive measures.

⛳️ Requirements

• U.S. citizenship (mandatory) to support specific customer environments.

• Over 10 years of experience in SaaS, focusing on escalation management, support leadership, incident management, or customer success escalations.

• Strong executive presence and communication skills—capable of providing clarity under pressure to both internal leaders and customer stakeholders.

• Demonstrated ability to lead cross-functional teams through uncertain situations and deliver accountable outcomes.

• Familiarity with support and engineering workflow tools such as Zendesk and Jira (or similar platforms).

🏝️ Benefits

• We are an equal opportunity employer and value diversity. All employment decisions are based on qualifications, merit, and business need.

• Health insurance

• Flexible work arrangements.