Aiwyn

1 day ago

Customer Escalation Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Reposted: first listed 6 days 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

Website

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Aiwyn

1 day ago

Customer Escalation Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Reposted: first listed 6 days ago

Job Summary

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

Website