Escalation Manager

TL;DR

Escalation Manager (Project Management): Managing and resolving high-impact customer escalations in a SaaS environment with an accent on cross-functional coordination and client communication. Focus on driving resolution ownership, maintaining clear timelines, and leveraging AI-powered tools for escalation workflows.

Location: UK based, Remote

Salary: £65,000 - £70,000

Company

hirify.global is an upskilling platform that integrates learning resources and real-world skill insights to empower workforce development and growth.

What you will do

• Own and manage high-priority customer escalations from identification through resolution with clear communication and timelines.
• Serve as primary contact for enterprise clients during escalations, leading calls and updates with credibility.
• Coordinate across Support, Product, Engineering, and Implementation teams to ensure ownership and accountability.
• Drive resolution proactively by engaging stakeholders and removing blockers.
• Translate technical updates into clear, customer-friendly communication.
• Build reporting to analyze escalation trends and improve escalation processes.

Requirements

• Must be UK based or able to work remotely within the UK.
• 4+ years experience in escalation management, technical support, or incident management in SaaS or enterprise software.
• Strong organizational skills managing multiple concurrent escalations.
• Confident communicator with direct enterprise client-facing experience.
• Technical fluency to understand SaaS platform issues and collaborate with engineers.
• Data-oriented mindset with ability to identify trends and provide insights.

Nice to have

• Experience supporting enterprise SaaS platforms or complex integrations.
• Background in custom solutions for high-value customers.
• Familiarity with incident management and SLA-driven support models.
• Experience collaborating with Implementation or Professional Services teams.

Culture & Benefits

• Comprehensive benefits package supporting well-being and growth.
• Flexible work arrangements including fully remote and hybrid options.
• Inclusive and diverse work environment valuing collaboration and continuous learning.
• Commitment to equal opportunity and fair hiring practices.
• Support for accessibility and accommodations during hiring process.