Smartcat

Escalation Manager

Smartcat

full-time

Posted on:

Location Type: Remote

Location: Portugal

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About the role

  • Serve as the primary customer-facing owner of escalations, ensuring customers feel informed, supported, and confident throughout the resolution process
  • Act as a strong customer advocate internally by translating business impact, urgency, and expectations into clear action plans and priorities
  • Ensure communications are clear, timely, empathetic, and solution-oriented, reinforcing trust during high-pressure situations
  • Drive a consistent, high-quality escalation experience by setting expectations, aligning on next steps, and maintaining transparency
  • Own the end-to-end lifecycle of escalations from intake through resolution, ensuring compliance with SLAs, contractual obligations, and internal quality standards
  • Drive progress through structured execution, strong accountability, and effective stakeholder coordination
  • Monitor escalation timelines and SLA performance, proactively identifying risks and implementing mitigation strategies to maintain delivery commitments
  • Escalate internally as needed to secure prioritization, alignment, resources, or decisions required to achieve customer outcomes
  • Lead cross-functional collaboration across Engineering, Product, Support, Operations, and leadership teams to deliver timely resolutions
  • Establish escalation action plans with clear milestones, owners, priorities, and delivery timelines
  • Facilitate escalation operating rhythms (triage calls, war rooms, executive updates) to ensure momentum, clarity, and alignment
  • Track progress, risks, and dependencies and remove blockers to maintain forward movement and resolution certainty
  • Provide clear and consistent status updates to customers and internal stakeholders, including executive-ready summaries when required
  • Ensure customers understand impact, progress, expected timelines, and resolution plans in business-friendly language
  • Maintain escalation documentation, including customer communications, decision logs, action tracking, and final outcomes
  • Support internal reporting and insights to improve escalation transparency and operational visibility
  • Partner with internal teams to support issue triage, root cause analysis, and corrective/preventative action planning
  • Lead post-resolution reviews focused on both technical outcomes and customer experience learnings
  • Identify recurring patterns, systemic risks, or operational gaps impacting customers and drive improvements to prevent future escalations
  • Contribute to improving escalation frameworks, playbooks, processes, and customer communication standards.

Requirements

  • 5+ years of experience in customer escalation management, customer success, technical support operations, program/project management, or related disciplines
  • Proven ability to manage complex, high-severity escalations while maintaining strong customer experience, communication and SLA outcomes
  • Strong customer-facing communication skills, including experience engaging with senior customer stakeholders
  • Strong internal communication skills with internal stakeholders at all levels
  • Demonstrated ability to implement AI tools and techniques to reduce total time to resolution while enhancing customer experience. Candidates should be comfortable leveraging AI to optimize efficiency, automate decision-making, and drive measurable improvements in service delivery
  • Experience supporting AI-enabled products, platforms, or workflows
  • Creating reporting on KPI and metric results and implementing improvement plans to meet KPI goals
  • Demonstrated ability to lead cross-functional teams and influence outcomes without direct authority
  • Strong organizational skills with the ability to manage multiple priorities and deliver results under pressure
  • Ability to balance urgency, empathy, and operational discipline in high-impact situations.
Benefits
  • Fully remote team
  • Be part of an AI Native Organization
  • Innovating a $100 Billion industry
  • Join the rocketship to scale-up 10x and beyond together
  • Smartcat Culture: Where Diversity Meets High Performance
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer escalation managementtechnical support operationsprogram managementproject managementAI tools implementationKPI reportingroot cause analysisaction planningprocess improvementescalation frameworks
Soft Skills
customer advocacycommunication skillsorganizational skillsstakeholder coordinationempathyaccountabilityproblem-solvingcross-functional collaborationtime managementleadership