Customer Escalation Manager
RemoteUnited States
Job Summary
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, high-impact customer escalations exceeding standard channels, owning the end-to-end problem management lifecycle from identification to resolution. Coordinate with Engineering and Product teams to prioritize, route, and resolve incidents, ensuring alignment with internal SLAs. Investigate root causes by executing database queries, analyzing session replays, and tracing data across third-party systems like SafeSend and practice management platforms. Establish and enforce escalation standards, including a "fix-forward" policy, while documenting workflows and playbooks. Analyze trends to reduce recurrence and facilitate incident retrospectives to drive continuous improvement.
Required Qualifications
- 3–5+ years in escalation management, technical support, customer success, or related fields
- Proven experience managing customer-impacting incidents in a production SaaS environment
- experience with 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
Desired Qualifications
- Familiarity with SaaS platforms and cloud-based software solutions
- Strong understanding of accounting principles and experience with accounting or accounts receivable software
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