Customer Escalation Manager (SaaS)

TL;DR

Customer Escalation Manager (SaaS): Overseeing and resolving high-impact customer escalations, ensuring prioritization, efficient resolution, and transparent communication. Focus on analyzing trends, facilitating incident retrospectives, and providing actionable recommendations to improve product usability and support processes.

Location: Remote (US-based)

Company

hirify.global is the first complete platform for modern accounting firms and one of the fastest-growing scale-up SaaS companies in the world.

What you will do

• Monitor and triage inbound support tickets to surface critical escalations and potential systemic issues.
• Act as the first point of contact for complex and high-impact customer escalations.
• Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams.
• Manage customer communications regarding escalated issues through written and verbal channels.
• Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence.
• Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding.

Requirements

• 3–5+ years in escalation management, technical support, customer success, or related fields.
• Proven experience managing customer-impacting incidents in a production SaaS environment.
• Curious and data-driven mindset with experience analyzing trends and reporting on outcomes.
• Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira).
• Clear customer and internal communication skills, with the ability to simplify complex technical concepts.
• Excellent prioritization and organizational skills.

Nice to have

• Familiarity with SaaS platforms and cloud-based software solutions.
• Strong understanding of accounting principles and experience with accounting or accounts receivable software.

Culture & Benefits

• Remote, work-from-anywhere culture.
• Flexible PTO.
• World Class health benefits including health, vision, dental, HSA/FSA, and mental health support.
• Stock options.
• 401(k) matching.