Canada- 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 coordination, data analysis, customer recovery planning, executive communication, technical writing
Preferred skills
Building support functions from scratch, SaaS environment experience
Technologies
None stated
Responsibilities
Manage high-level support escalations with engineering and product teams; Build escalation management processes and standards; Create data-driven customer recovery plans; Analyze trends and patterns for reporting
Seniority
Senior, hands-on IC with function-building responsibilities
