US- Escalation Manager (Customer Support)
Core
Coordinate resolution of high-impact customer escalations and build the escalation management function within the support organization.
Role type
Senior Escalation Manager (Customer Support)
Builds
Escalation management processes, standards, templates, and data-driven recovery plans
Domain
Health tech / SaaS
Deliverable
client delivery
Required skills
Escalation management, cross-functional collaboration, data analysis, customer recovery planning, executive communication, technical interpretation
Preferred skills
Building support functions, SaaS environment experience
Technologies
None explicitly stated
Responsibilities
Manage high-level support escalations with Engineering, Product, and Customer Success; Build out escalation management processes and standards; Use data and metrics to inform operational decisions; Create and execute customer recovery plans; Analyze trends and patterns for reporting
Seniority
Senior, hands-on IC with function-building responsibilities
