Aiwyn

Customer Escalation Manager

Aiwyn

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Cloud

About the role

  • Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues.
  • Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels.
  • Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs.
  • Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams.
  • Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings).
  • Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities.
  • Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations.
  • Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams.
  • Establish, document, and enforce escalation standards, including a “fix-forward” policy where relevant.
  • Contribute to refining escalation workflows, playbooks, and internal runbooks.
  • Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence.
  • Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions.
  • Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes.
  • Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion.
  • Manage risk escalation and ensure resolution trajectories minimize customer impact.
  • Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals.

Requirements

  • 3–5+ years in escalation management, technical support, customer success, or related fields.
  • Proven experience managing customer-impacting incidents in a production SaaS environment, including use of incident management tooling (such as incident.io) to coordinate responders, manage timelines, and drive post-incident actions.
  • Curious and data-driven mindset with experience analyzing trends and reporting on outcomes.
  • Strong ability to work with datasets, metrics, and reporting to debug issues, assess customer impact, and drive data-informed escalation and post-incident decisions.
  • Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira).
  • Clear customer and internal communication skills, with the ability to simplify complex technical concepts.
  • Excellent prioritization and organizational skills.
  • Familiarity with SaaS platforms and cloud-based software solutions is preferred.
  • Strong understanding of accounting principles and experience with accounting or accounts receivable software is preferred.
Benefits
  • Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
  • Remote, work-from-anywhere culture
  • Flexible PTO
  • World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
  • Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
  • 401(k) matching
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
escalation managementincident managementdata analysisreportingcustomer successproblem managementSaaS environmentaccounting principlesmetrics assessmentpost-incident processes
Soft Skills
customer advocacycommunication skillsprioritizationorganizational skillscuriositydata-driven mindsetsimplifying technical conceptscollaborationproblem-solvingfacilitation