Escalation Manager

TL;DR

Escalation Manager: Resolving complex, high-impact customer escalations by serving as a critical bridge across Support, Product, Engineering, and Implementation with an accent on efficient issue resolution and minimizing customer effort. Focus on identifying escalation trends, systemic risks, and opportunities to improve the customer experience and platform reliability.

Location: UK Based | Remote

Salary: £60,000 - £65,000

Company

hirify.global is the upskilling platform that fuels growth and innovation through lifelong learning.

What you will do

• Own and manage high-priority customer escalations from identification through resolution.
• Act as a central point of coordination across Support, Product, Engineering, and Implementation teams.
• Partner directly with customers via email, phone, and screen sharing to provide updates, technical explanations, and resolution strategies.
• Build and maintain datasets and reporting to analyze escalation trends, root causes, and risk indicators.
• Contribute to continuous improvement of escalation workflows, incident response, and cross-functional collaboration.

Requirements

• Experienced technical support professional with 4+ years in Technical Support, Escalation Management, or Support Engineering within a SaaS environment, comfortable handling complex, multi-threaded escalations in high-impact, cross-functional settings.
• Strong Tier 2 troubleshooting skills, including the ability to analyze logs, debug complex SaaS systems, and understand application flow, APIs, and configuration logic to support effective escalation resolution.
• Proven experience partnering closely with Product and Engineering teams to resolve complex technical issues and drive long-term improvements.
• Customer-focused and highly collaborative, with experience supporting enterprise or high-revenue clients and advocating effectively on their behalf.
• Excellent written and verbal communication skills, with the ability to clearly explain complex technical concepts to non-technical audiences.
• Experience using support and issue-tracking tools such as Zendesk, Jira, Salesforce, or similar platforms.

Nice to have

• Experience supporting enterprise SaaS platforms or complex integrations.
• Familiarity with incident management, SLA-driven support models, and post-incident reviews.
• Experience collaborating with Implementation or Professional Services teams.

Culture & Benefits

• Flexible work arrangements tailored to each role with options for fully remote or hybrid models.
• Comprehensive benefits package designed to support your well-being, growth, and success.
• A culture of open communication, teamwork, and shared success.
• A community that values learning, collaboration, and meaningful impact.
• Flexible work arrangements tailored to each role.
• Equal opportunity employer committed to fostering a workplace free from discrimination and harassment.