Manager, Customer Escalations

Role overview

A remote-first company is hiring a Manager for its Customer Escalations function to lead a team handling the most complex, sensitive, and high-visibility customer situations. This is a hands-on leadership role that blends direct customer engagement, people management, and cross-functional influence across a large SaaS platform. The mission is to resolve difficult cases while turning insights into systemic improvements that prevent recurring friction.

Responsibilities

• Lead, coach, and develop a team of specialists handling complex and high-stakes customer escalations.
• Set strategy, operating standards, and performance goals for the escalations function, with a focus on ownership and direct human engagement.
• Serve as a senior escalation point for sensitive or business-critical customer situations, personally taking ownership of difficult conversations.
• Build scalable processes for escalations arriving through executives, social media, online reviews, community channels, and other non-standard paths.
• Partner with Frontline Support, Premium Support, Customer Success, Product, Engineering, Billing, RevOps, and other teams to resolve issues and improve broken handoffs.
• Translate patterns observed in escalations into operational, tooling, and process improvements across the broader customer journey.

Requirements

• Experience managing customer-facing support or escalation teams, ideally within a complex SaaS environment.
• Demonstrated ability to influence and drive change across teams without direct authority.
• Strong analytical skills and comfort using data to prioritize problems and measure outcomes.
• Ability to operate independently in ambiguous situations and move fluidly between strategic thinking and hands-on execution.
• Technical curiosity and the ability to develop deep proficiency in complex software products and customer use cases.
• Excellent prioritization skills with a strong bias toward action and ownership, plus a bachelor's degree or equivalent professional experience.

Nice to have

• Experience supporting a platform used by agencies, entrepreneurs, or small and medium-sized businesses.
• Familiarity with voice-first customer engagement models and high-volume messaging ecosystems.

Benefits and work setup

• Remote-first organization with global team members across multiple countries.
• Annual salary range of $74,000 to $95,000 USD.
• Equal opportunity employer; voluntary demographic information may be collected for compliance purposes and will not affect hiring decisions.