Escalation Manager

TL;DR

Escalation Manager: Leading the resolution of high-priority customer escalations, ensuring exceptional customer experience and advocacy throughout the escalation lifecycle, with an accent on structured escalation management, proactive communication, and disciplined execution against defined SLAs. Focus on managing complex, high-impact situations, driving cross-functional collaboration, and implementing AI tools to optimize efficiency and service delivery.

Location: Fully remote, global team across 30+ countries

Company

hirify.global is building the future of work by combining generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph to create high-performing hybrid workforces, serving over 1,000 companies including 20% of the Fortune 500.

What you will do

• Serve as the primary owner for high-priority customer escalations, ensuring exceptional customer experience and advocacy.
• Own the end-to-end escalation lifecycle, driving resolution while adhering to SLAs and contractual commitments.
• Lead cross-functional collaboration with Engineering, Product, Support, and Operations teams to deliver timely solutions.
• Establish clear action plans, facilitate operating rhythms, and remove blockers to maintain resolution momentum.
• Provide clear and consistent status updates to customers and internal stakeholders, including executive-level summaries.
• Partner on root cause analysis and drive continuous improvement initiatives to prevent future escalations.

Requirements

• 5+ years of experience in customer escalation management, customer success, technical support operations, or program/project management.
• Proven ability to manage complex, high-severity escalations while maintaining strong customer experience and SLA outcomes.
• Strong customer-facing and internal communication skills, including engaging with senior customer stakeholders.
• Demonstrated ability to implement AI tools and techniques to optimize efficiency and enhance customer experience.
• Experience supporting AI-enabled products, platforms, or workflows.
• Demonstrated ability to lead cross-functional teams and influence outcomes without direct authority.

Nice to have

• Experience supporting enterprise or strategic customer accounts.
• Familiarity with SaaS platforms and technical support/product development lifecycles.
• Project management certification (CAPM, PMP, Agile/Scrum, ITIL) or equivalent experience.

Culture & Benefits

• Fully remote global team spread across 30+ countries, with flexible work arrangements.
• Be part of an AI Native Organization, actively using AI to accelerate decision-making and innovation.
• Opportunity to shape how AI transforms the workplace and manage personal AI Agents.
• Innovating the $100 Billion multilingual content industry with an AI-powered platform.
• Join a post-Series C startup rapidly scaling to exceed $100M ARR and $1B valuation.
• Culture committed to diversity, inclusion, respect, and high performance.