Escalation Manager

AppZen

Escalation Manager at AppZen driving resolution of complex customer escalations. Collaborating across support, engineering, and product teams to ensure customer satisfaction in financial software solutions.

Posted 5/9/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

Driving resolution of AppZen’s most complex and high-impact customer escalations.
Partnering with CSMs and ISMs to unblock go-lives, stabilize at-risk accounts, and protect customer confidence.
Coordinating across Support, Engineering, Product, and the AppZen Executive Team to deliver timely, durable outcomes.
Monitoring escalated accounts for recurring issues and systemic risks, and driving preventive actions.

Requirements

What you’ll need

U.S. citizenship (required) to support certain customer environments.
10+ years in SaaS across escalation management, support leadership, incident management, or customer success escalations.
Strong executive presence and customer communication—able to drive clarity under pressure with internal leaders and customer stakeholders.
Proven ability to lead cross-functional teams through ambiguity and deliver outcomes with accountability.
Experience with support/engineering workflow tools such as Zendesk and Jira (or equivalent).

Benefits

Comp & perks

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.
Health insurance
Flexible work arrangements.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

escalation managementincident managementcustomer success

Soft Skills

executive presencecustomer communicationleadershipaccountabilitycross-functional collaboration