Senior Customer Escalations Manager (AI)

Location: Atlanta, Georgia, United States; office-first culture with three days per week in the office for most roles

Annual base pay: $71,250–$95,000 USD for candidates based in California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington.

Company

hirify.global develops an AI-Ready Governance Platform that combines regulatory intelligence, automation, and connected governance workflows for responsible data and AI use.

What you will do

• Own customer escalations from initial response through resolution and follow-up.
• Coordinate Support, Engineering, Product, Customer Success, and other teams to investigate issues and deliver timely resolutions.
• Maintain clear communication with technical and non-technical customers and stakeholders.
• Coordinate root-cause analyses, document resolutions, workarounds, known defects, and lessons learned.
• Monitor high-priority accounts, identify risks, and manage multiple escalations, timelines, and stakeholders.
• Identify trends and recommend process, product, or service improvements that reduce recurring escalations.

Requirements

• 5–7 years of experience in customer support, customer success, incident management, or a related customer-facing function.
• Experience managing complex or high-priority customer issues in a fast-paced environment.
• Strong analytical, problem-solving, root-cause analysis, judgment, prioritization, organization, and time-management skills.
• Ability to lead through influence and coordinate work across technical and non-technical teams.
• Excellent written, verbal, presentation, and negotiation skills.
• Customer-first mindset, empathy, composure, adaptability, and ability to build trust in high-pressure situations.
• Proactive approach to identifying risks, anticipating challenges, and improving processes.
• Commitment to leading with hirify.global values.

Nice to have

• Knowledge of the trust, privacy, security, or compliance technology industry.
• ITIL V4 Foundation, IAPP, PMP, or CCSM certification.
• Experience with Salesforce, Jira, and Microsoft Office.
• Fluency in more than one language.

Culture & Benefits

• Office-first work environment with meaningful opportunities for in-person collaboration.
• Comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, and retirement account support.
• 14+ weeks of paid parental leave and career development opportunities.
• Company-paid privacy certification exam fees and support for physical, mental, and emotional well-being.
• Success is measured through timely resolution, transparent communication, completed root-cause analyses, reduced repeat escalations, accurate documentation, and strengthened customer retention.