[Hiring] Escalation Manager @Jobgether

Role Description

This role is a critical leadership position within the Technical Support function, focused on ensuring exceptional customer experiences by managing complex escalations from start to resolution. You will be the primary point of contact for high-impact customer issues, coordinating cross-functional teams to deliver timely, effective solutions. The role requires strong problem-solving, communication, and analytical skills, as well as the ability to act decisively under pressure. You will also drive continuous improvement by analyzing trends, reporting metrics, and recommending process or product enhancements. This position blends operational excellence, stakeholder management, and customer advocacy in a fast-paced, collaborative environment. Your work will directly influence customer satisfaction, retention, and the overall reliability of technical support operations.

• Own and drive resolution of all escalated customer issues, ensuring alignment with expectations and business priorities
• Lead and coordinate cross-functional teams, including Support Engineers and Customer-Centric Engineers, to achieve swift, sustainable outcomes
• Act as a point of contact for crisis situations, orchestrating resources to mitigate impact and maintain composure under pressure
• Maintain proactive communication with stakeholders, providing clear status updates and progress reports for active escalations
• Prepare and present data-driven reports on trends, risks, and performance indicators to inform continuous improvement
• Conduct post-resolution root cause analysis (RCA) and integrate findings into support processes, documentation, and training
• Advocate for customers internally, translating recurring issues and feedback into actionable insights for Product, Engineering, and Customer Experience teams
• Participate in stand-by, on-call, or off-hours duties as needed

Qualifications

• 8+ years of experience in technical, customer-facing roles such as Technical Support, Customer Support, or Customer Success
• Proven ability to manage complex escalations and high-impact customer situations effectively
• Strong leadership skills with experience motivating and guiding cross-functional teams, fostering accountability and collaboration
• Excellent written and verbal communication skills, capable of synthesizing complex technical information for both technical and non-technical audiences
• Analytical and problem-solving abilities, with a track record of sound decision-making under pressure
• Data-driven mindset with experience collecting, interpreting, and presenting insights to guide strategy and process improvement
• Solid technical acumen, including understanding software products, APIs, coding concepts, and distributed architectures
• Experience with tools such as Salesforce, FireHydrant, Google Workspace, or BI/analytics platforms is a plus

Benefits

• Competitive salary range: $118,000–$185,000, dependent on location and experience
• Comprehensive health, dental, and vision coverage, along with short-term disability and life insurance
• Paid holidays and paid time off, plus fertility treatment benefits
• 401(k) plan and equity opportunities
• Eligibility for discretionary company-wide bonus programs
• Remote work flexibility and a collaborative, inclusive company culture

Company Description