Escalation Manager (AI)

TL;DR

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

Location: Fully remote, with team members across 30+ countries. Some locations are more populated, such as Boston, Belgrade, Lisbon, Tbilisi, and Yerevan.

Company

hirify.global is building an AI-powered platform for Agentic AI to enable enterprises to build high-performing hybrid workforces and transform the $100B multilingual content industry.

What you will do

• Serve as the primary customer-facing owner of escalations, ensuring customer confidence and support.
• Lead the end-to-end lifecycle of escalations, ensuring compliance with SLAs and contractual obligations.
• Drive progress through structured execution and effective stakeholder coordination across internal teams.
• Provide clear and consistent status updates to customers and internal stakeholders, including executive summaries.
• Partner with internal teams for issue triage, root cause analysis, and corrective/preventative action planning.
• Identify recurring patterns and operational gaps to drive continuous improvements in escalation processes.

Requirements

• 5+ years of experience in customer escalation management, customer success, technical support operations, or project/program 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 and leverage AI tools and techniques to reduce resolution time 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.
• English: C1+ required for effective global communication.

Nice to have

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

Culture & Benefits

• Fully remote team with members across 30+ countries since 2020.
• Work in an AI-native organization, shaping how AI transforms the workplace.
• Join a fast-growing company (130% YoY growth) aiming to exceed $100M ARR and $1B valuation.
• Be part of a culture that values diversity, high performance, respect, and inclusion.
• Opportunity to manage your own AI Agents and contribute to AI innovation.