US- Escalation Manager (Customer Support)

About This Opportunity

We are representing a confidential healthcare technology organization in their search for an experienced Escalation Manager to join their Customer Support team. This is a remote position based in the USA, reporting to the VP of Customer Support.

In this role, you will be responsible for coordinating efforts to resolve escalated customer issues in high-impact situations. You'll work across multiple internal teams including engineering, product management, customer success engineering, and support, as well as with external partners. This is a unique opportunity for a builder who can both manage critical escalations and develop the escalation management function from the ground up.

Responsibilities

• Manage high-level, high-visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and customers until resolution
• Build out the escalation management function, including processes, standards, and templates across the support organization
• Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management
• Create and execute data-driven customer recovery plans for every escalation and incident
• Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes
• Travel occasionally to office locations for onboarding, team events, and semi-annual/annual team meetings

What We're Looking For

• Minimum of 8+ years of experience in customer support with specific expertise in escalation management
• Proven experience building the escalation management function within a SaaS software environment, including cross-functional deliverables and outcomes
• Demonstrated success working cross-functionally with support, engineering, product management, customer success, and directly with customers to drive successful outcomes
• Ability to communicate effectively at an executive level with both customers and internal stakeholders
• Excellent contextual interpretation and writing skills, with the ability to effectively summarize and communicate to both technical and business audiences
• Bachelor's Degree in Computer Science, Computer Engineering, or related Engineering field (preferred but not required)

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your profile and conduct an initial screening. If there's a strong match, we'll submit your candidacy to our client for consideration. Please do not contact the client directly—we manage all communication throughout the interview process to ensure the best experience for you.

Equal Opportunity

Get A Job.ai is committed to fostering an inclusive environment and welcomes applications from all qualified candidates regardless of race, religion, national origin, age, sex, sexual orientation, gender identity or expression, marital status, disability, veteran status, or any other basis protected by law.