🛠 Tech Stack

💼 About This Role

You'll own end-to-end management of high-severity escalations for complex SaaS implementations and enterprise accounts, coordinating across engineering, product, support, and customer teams. Your core impact is driving rapid resolution and protecting customer trust during critical incidents. This highly visible role requires strong executive presence and the ability to influence stakeholders while improving operational processes.

🎯 What You'll Do

• Manage end-to-end high-severity escalations including production incidents
• Lead war rooms with structured triage and documented resolution paths
• Coordinate cross-functional teams for rapid resolution
• Deliver executive-level updates to internal leadership and customers

📋 Requirements

• 10+ years in SaaS escalation management or support leadership
• Experience managing high-severity incidents in complex technical environments
• Proven ability to lead cross-functional teams through ambiguity
• Experience with Zendesk or Jira

✨ Nice to Have

• Knowledge of finance workflows such as Accounts Payable or Expense Audit
• Background in customer health management and escalation governance

🎁 Benefits & Perks

• 💰 Competitive compensation aligned with experience
• 🏠 Remote or hybrid work flexibility within the US
• 🚀 High-impact leadership role with enterprise exposure
• 📈 Career growth in escalation leadership and SaaS strategy

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

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

🚩 Heads Up

• U.S. citizenship required (may limit talent pool)