Customer Escalation Manager

Aiwyn
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Prioritization","Organizational skills","Problem-solving","Data-driven"]

Oversee and resolve high-impact customer escalations for a production SaaS platform. Triage and prioritize complex issues, act as the primary point of contact, and coordinate end-to-end escalation lifecycles with Product and Engineering. Investigate root causes using database queries, session replays, application/network logs, and integrations (including DNS/mail). Own customer communications, improve escalation standards and playbooks, and drive incident retrospectives and follow-up actions.

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Aiwyn
Aiwyn
1 month ago

Customer Escalation Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Oversee and resolve high-impact customer escalations for a production SaaS platform. Triage and prioritize complex issues, act as the primary point of contact, and coordinate end-to-end escalation lifecycles with Product and Engineering. Investigate root causes using database queries, session replays, application/network logs, and integrations (including DNS/mail). Own customer communications, improve escalation standards and playbooks, and drive incident retrospectives and follow-up actions.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Monitor and triage inbound support tickets to identify critical escalations, recurring themes, and systemic issues.
  • •Serve as the first point of contact for complex, high-impact customer escalations beyond standard support channels.
  • •Own and manage the end-to-end escalation and problem management lifecycle with Product and Engineering, aligned to internal SLAs.
  • •Investigate root causes using database queries, session replays, application/network logs, and transaction-level analysis across integrations.
  • •Coordinate customer communications and drive improvements by establishing escalation standards, refining workflows/playbooks/runbooks, and supporting incident retrospectives and follow-up actions.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceVisionDental401kRemote WorkPaid Leave

Key Requirements

  • •3–5+ years in escalation management, technical support, customer success, or related fields.
  • •Proven experience managing customer-impacting incidents in a production SaaS environment using incident management tooling (e.g., incident.io) to coordinate responders and drive post-incident actions.
  • •Curious, data-driven mindset with experience analyzing trends and reporting on outcomes.
  • •Ability to work with datasets, metrics, and reporting to debug issues, assess customer impact, and make data-informed decisions.
  • •Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira) and strong customer/internal communication skills.
Experience:SaaSProduction SaaSScale-up
Skills:CommunicationPrioritizationOrganizational skillsProblem-solvingData-driven
Tech Stack:Database queriesSession replaysApplication logsNetwork logsDNSMail serversIncident.ioZendeskJiraOutlookSafeSend

Company Brief

Aiwyn
Provides AI-driven tools to generate original music, vocals, and production for creators, artists, and brands, enabling rapid composition and sonic customization using machine learning models.
Industry: Music Industry
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