Namer Support Escalations Manager

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.