TL;DR

NAMER Support Escalations Manager: Responsible for shaping escalation governance, driving cross-functional alignment, and influencing long-term product and operational improvements with an accent on executive presence and operational discipline. Focus on translating customer-impacting issues into strategic insights and organizational change, ensuring timely resolution of customer escalations through coordinated ownership.

Location: Office-centric hybrid schedule based in San Francisco. The standard in-office days are Monday, Tuesday, and Thursday.

Salary: $144,000-$170,000

Company

%hirify_global% is a leading platform for human + AI collaboration.

What you will do

Quarterback customer escalations and drive timely resolution by partnering cross-functionally with internal stakeholders.
Lead the strategic direction and governance of the global customer escalations program.
Manage internal escalations, orchestrating the right internal teams to resolve issues quickly and effectively.
Build and scale operational systems, including daily / weekly stand-ups, dashboards, workflows, and communication frameworks.
Communicate with executive presence, providing updates to leadership on systemic risks and blockers.
Build organizational capability by mentoring leaders and ICs, strengthening escalation readiness.

Requirements

8+ years of experience in customer-facing technical roles.
2+ years experience as Escalations Manager or similar role in SaaS.
Demonstrated ability to lead and mature an escalation function.
Strong technical acumen across SaaS architecture, APIs, integrations, and enterprise IT environments.
Exceptional communicator with strong executive presence.
Analytical, structured, and data-driven.

Nice to have

Familiar with agile and scrum processes.
Hands-on experience with support ticketing and escalation management tools such as Salesforce Service Cloud, PagerDuty, or similar.
Experience using and supporting complex work management tools like %hirify_global%.
Demonstrates curiosity about AI tools and emerging technologies.

Culture & Benefits

Comprehensive compensation package includes equity, sales incentive pay, and benefits.
Mental health, wellness & fitness benefits.
Career coaching & support.
Inclusive family building benefits.
Long-term savings or retirement plans.
In-office culinary options to cater to your dietary preferences.

Namer Support Escalations Manager