Senior Escalation Manager (Global Support)

TL;DR

Senior Escalation Manager (Global Support): Leading high-stakes customer escalations and critical outages to ensure fast resolution, executive-ready communication, and long-term improvements in customer trust and retention. Focus on incident command during multi-customer events, proactive intervention, and translating escalations into business opportunities.

Location: Onsite in Tampa, FL, United States

Company

hirify.global is a cybersecurity company dedicated to creating a secure digital world for over 11,000 customers.

What you will do

• Independently manage high-severity customer escalations and critical outages end-to-end.
• Act as incident commander for Multi-Customer Events, coordinating cross-functional responses and post-mortems.
• Craft clear, business-context-aware updates for executives and customer sponsors.
• Identify expansion/retention opportunities and surface early warning signals from customer interactions.
• Improve workflows and processes across Support, Engineering, and Services.
• Build dashboards and reports on escalation health and customer impact to inform leadership and product roadmaps.

Requirements

• 5+ years in Customer Support, Customer Success, Services, or Operations roles in enterprise B2B software or cybersecurity, with a focus on escalations or incident management.
• Strong business acumen to connect technical issues to business impact.
• Proven ability to manage executive-level communications during high-severity incidents.
• Mastery in de-escalation, using empathy and credible plans under pressure.
• Strong cross-functional leadership and influence skills.
• Excellent written and verbal communication, able to distill complex information succinctly.

Culture & Benefits

• Dynamic and collaborative workplace where new ideas are welcome.
• Focus on challenging what's possible and driving extraordinary impact in cybersecurity.
• Commitment to building high-performing, inclusive teams.
• Opportunities to solve tough challenges in cybersecurity and advance career.
• Employees are expected to uphold the highest standards of security and privacy.