Manager, Customer Escalations
Core
Lead the Customer Escalations function for a high-growth SaaS platform, personally resolving complex customer issues and driving systemic improvements across the organization.
Role type
Manager, Customer Escalations
Builds
Scalable processes for managing high-visibility customer escalations and cross-functional resolution workflows.
Domain
SaaS / Customer Experience / Escalation Management
Deliverable
client delivery
Required skills
Customer support leadership, complex problem diagnosis, cross-functional influence, data-driven process improvement, stakeholder management, ambiguity navigation, technical curiosity, strategic planning, team coaching, operational ownership
Preferred skills
Experience in high-growth SaaS environments, background in Customer Success or Premium Support
Technologies
SaaS platforms, automation tools, data analytics
Responsibilities
Lead and coach a team handling complex customer escalations; personally engage with high-impact customer situations; establish scalable escalation processes; translate customer insights into operational improvements; partner with Product, Engineering, and other functions to resolve systemic issues; measure and improve customer outcomes.
Seniority
Manager, hands-on leadership
