Escalation Manager

TL;DR

Escalation Manager: Managing and resolving escalated customer issues, ensuring customer satisfaction and alignment with business priorities with an accent on cross-functional leadership and crisis management. Focus on data analysis, root cause analysis, and customer advocacy to drive continuous improvement.

Location: Remote (United States)

Salary: $118,000-185,000

Company

hirify.global is a data engine for IT and Security, trusted by many of the biggest names in the most demanding industries to solve their most pressing data needs.

What you will do

• Own and drive the prompt, effective resolution of all escalated customer issues, ensuring alignment with customer expectations and business priorities.
• Coordinate and guide Support Engineers and Customer Centric Engineering (CCE) teams, providing strategic direction to achieve swift, sustainable solutions.
• Demonstrate composure and leadership in high-pressure situations by orchestrating internal resources to mitigate customer impact and deliver timely solutions.
• Maintain proactive, transparent communication and accurate internal/external status reports (progress, owners, timelines) for all active escalations.
• Prepare and present comprehensive weekly, monthly, and quarterly reports that highlight key trends, performance indicators, and risks to inform continuous improvement.
• Act as a strong internal voice for customers, translating recurring issues and feedback into actionable input for Product, Engineering, and Customer Experience teams.

Requirements

• 8+ years of experience in a technical, customer-facing role (such as Technical Support, Customer Support, or Customer Success), with a demonstrated track record of successfully managing complex escalations and high-impact customer situations.
• Proven ability to lead and motivate cross-functional teams through challenging situations while fostering a positive, accountable, and collaborative culture.
• Excellent written and verbal communication skills, including the ability to synthesize complex technical information and present it clearly to both technical and non-technical audiences, including executives.
• Strong analytical and problem-solving skills, with the ability to think critically under pressure, make sound decisions with incomplete information, and drive issues to resolution.
• Solid understanding of modern software products and systems, with familiarity in coding concepts, APIs, and distributed architectures.

Nice to have

• Experience with Salesforce, FireHydrant, Google Workspace, and BI/analytics tools (e.g., Omni or similar).

Culture & Benefits

• Generous benefits package which includes health, dental, vision, short-term disability, and life insurance.
• Paid holidays and paid time off.
• Fertility treatment benefit.
• 401(k), equity, and eligibility for a discretionary company-wide bonus.