💼 About This Role

You'll lead high-severity customer escalations for a leading AI spend-to-pay platform, partnering with CSMs and ISMs to unblock go-lives and stabilize at-risk accounts. Your work directly protects customer confidence and drives retention across Fortune 500 clients. This role offers executive visibility and the chance to shape escalation processes at a fast-growing SaaS company.

🎯 What You'll Do

• Own high-severity escalations end-to-end from triage to post-incident review
• Lead escalation war rooms with structured triage and clear ownership
• Deliver executive-ready status updates on impact, risks, and mitigation
• Partner with Support, Engineering, and Product to drive resolution
• Monitor escalated accounts for recurring issues and systemic risks

📋 Requirements

• 10+ years in SaaS escalation management or support leadership
• U.S. citizenship required
• Executive presence and strong customer communication skills
• Experience with Zendesk and Jira (or equivalent)

✨ Nice to Have

• Finance domain knowledge in Accounts Payable and Expense Audit
• Familiarity with customer health frameworks and renewal-risk mitigation
• Experience turning escalation trends into product feedback

🎁 Benefits & Perks

• 🏖️ Flexible remote/hybrid work
• 🏥 Comprehensive health insurance
• 📈 Equity options
• 🖥️ Home office stipend

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Interview· 60 min