Manager, Customer Escalations (SaaS)

Location: United States; remote

Salary: USD 74,000–95,000 annually

Company

hirify.global provides an AI-powered business operating system for agencies, entrepreneurs, and small and medium-sized businesses, combining conversations, automation, and intelligence in a scalable SaaS platform.

What you will do

• Lead, coach, and develop a high-performing team responsible for complex and high-visibility customer escalations.
• Own the strategy, operating standards, performance, and ongoing development of the Customer Escalations function.
• Act as a senior escalation point and personally manage sensitive, complex, and business-critical customer situations.
• Build scalable processes for escalations from executives, social media, online reviews, communities, and other non-standard channels.
• Partner with Support, Customer Success, Product, Engineering, Billing, RevOps, and other functions to resolve customer friction and improve handoffs.
• Use customer insights, data, automation, tooling, and process improvements to increase the effectiveness and scalability of Customer Advocacy.

Requirements

• 8+ years of progressive experience in Customer Support, Customer Experience, Customer Success, Escalations, or a related customer-facing technology function, including meaningful leadership experience.
• Experience in a high-growth SaaS or technology environment and in leading customer-facing professionals or functions.
• Exceptional written and verbal communication skills, including confidence working with customers, business owners, executives, and senior stakeholders.
• Strong business judgment, analytical skills, root-cause analysis ability, and experience handling complex or high-risk customer situations.
• Ability to influence cross-functional teams without direct authority, operate independently in ambiguity, and balance strategic thinking with hands-on execution.
• Bachelor's degree or equivalent combination of education and relevant professional experience.

Culture & Benefits

• Remote-first organization with team members across more than 10 countries.
• Culture focused on initiative, clarity, ownership, execution, and customer outcomes.
• Work in a large-scale platform supporting businesses across more than 150 countries.
• Equal Opportunity Employer.