Escalation Manager (Fintech)

TL;DR

Escalation Manager (Fintech): Driving resolution of complex and high-impact customer escalations for autonomous spend-to-pay software with an accent on incident leadership and cross-functional coordination. Focus on stabilizing at-risk accounts, managing executive stakeholders, and improving incident response processes.

Location: Remote/Hybrid (Must be based in the US). U.S. citizenship is required.

Company

hirify.global is a leader in autonomous spend-to-pay software utilizing patented AI to help global enterprises optimize enterprise spend and reduce fraud.

What you will do

• Own high-severity escalations end-to-end, from triage and containment to root cause analysis and post-incident review.
• Lead escalation war rooms, establishing clear ownership, ETAs, and documented decisions.
• Coordinate across Support, Engineering, Product, and the Executive Team to deliver timely and durable outcomes.
• Provide executive-ready status updates regarding impact, risks, and mitigation strategies.
• Monitor escalated accounts for recurring issues and systemic risks to drive preventive actions.
• Develop and maintain escalation runbooks and playbooks to improve operational consistency.

Requirements

• U.S. citizenship (required) to support specific customer environments.
• 10+ years of experience in SaaS across escalation management, support leadership, or incident management.
• Strong executive presence and ability to drive clarity under pressure with stakeholders.
• Proficiency with support and engineering workflow tools such as Zendesk and Jira.
• Ability to align with U.S. business hours.

Nice to have

• Finance domain knowledge in Accounts Payable and Expense Audit or corporate card workflows.
• Foundation in SaaS engineering concepts and structured troubleshooting.
• Experience with customer health frameworks and renewal-risk mitigation.

Culture & Benefits

• Encourages the active use of AI tools to enhance productivity and automate repetitive tasks.
• Remote/Hybrid work flexibility within the United States.
• Equal opportunity employer committed to diversity and merit-based decisions.