Customer Support Escalation Manager - Incident Manager (AI)

TL;DR

Customer Support Escalation Manager - Incident Manager (AI): Managing the lifecycle of critical customer incidents to minimize impact and restore services quickly with an accent on crisis ownership, executive communication, and cross-functional mobilization. Focus on driving rigorous Root Cause Analysis, technical deep dives into AI systems, and continuous process refinement for incident management.

Location: Remote, Canada

Company

hirify.global is a leading agentic AI platform for enterprise customer experience, backed by WndrCo, Y Combinator, and Index Ventures.

What you will do

• Act as the authoritative point of contact for P0/Critical customer escalations, owning the entire resolution lifecycle.
• Design and deliver clear status updates to C-level and senior executive audiences, focusing on mitigation and recovery.
• Lead internal war rooms, mobilizing and coordinating resources across Engineering, Product, and Support teams for rapid problem-solving.
• Utilize understanding of hirify.global’s systems and monitoring tools to determine issue scope and direct technical teams to root cause.
• Drive rigorous Root Cause Analysis (RCA) processes and translate findings into actionable steps to prevent future recurrences.
• Continuously refine and improve internal standard operating procedures for incident management and escalation workflows.

Requirements

• 12-15 years of demonstrated experience in a high-pressure, customer-facing technical support, strategic account management, or program management role focused on critical issue resolution.
• Expert-level proficiency in leveraging monitoring tools (e.g., Datadog, Splunk, or similar) to quickly identify and understand technical issues.
• Demonstrated ability to maintain composure, confidence, and executive presence while leading intense, real-time crisis calls with senior client leaders.
• Exceptional executive communication and influencing skills; the ability to articulate clear, organized recovery plans and technical risk to both technical and non-technical audiences.
• Proven track record of success in developing, implementing, and refining incident management and escalation processes.
• Strong technical acumen—comfortable discussing complex API integrations, data flows, systems architecture, and conversational AI model training.
• Proficiency with support systems and tools such as Zendesk.
• English: C1+ required

Nice to have

• Bachelor's degree in Business, Computer Science, or a related field; MBA or advanced degree is a plus.

Culture & Benefits

• Be part of the AI revolution and transform how the world’s largest global brands do business.
• Work with the leading agentic AI platform for enterprise customer experience.
• Committed to diversity in the workplace.