Customer Escalation Manager (SaaS)

TL;DR

Customer Escalation Manager (SaaS): Managing and resolving high-impact technical escalations for a modern accounting platform with an accent on root cause analysis and cross-functional coordination. Focus on synthesizing data across integrated systems, orchestrating resolution with Engineering teams, and implementing long-term systemic improvements.

Location: Remote (Must be US-based)

Company

hirify.global is a fast-growing SaaS platform providing comprehensive technology for modern accounting firms.

What you will do

• Oversee and resolve high-impact customer escalations, ensuring alignment with internal SLAs.
• Conduct deep-dive technical investigations using database queries, session replays, and log analysis.
• Coordinate the end-to-end problem management lifecycle in collaboration with Product and Engineering teams.
• Manage transparent communications with customers regarding complex technical issues through written and verbal channels.
• Facilitate incident retrospectives to identify root causes and prevent recurrence.
• Analyze escalation trends to provide actionable recommendations for product usability and customer onboarding.

Requirements

• 3-5+ years of experience in escalation management, technical support, or customer success.
• Proven track record managing incidents in a production SaaS environment.
• Experience with incident management tools (e.g., incident.io), Zendesk, and Jira.
• Ability to work with datasets and metrics to debug issues and assess customer impact.
• Must be based in the United States.

Nice to have

• Familiarity with accounting principles or accounts receivable software.
• Deep experience with cloud-based software solutions.

Culture & Benefits

• Competitive compensation and stock options for all full-time employees.
• Annual $1,000 adventure travel stipend to encourage recharging and exploration.
• Comprehensive health, vision, dental, HSA/FSA, and mental health support.
• 401(k) matching and flexible PTO.
• Remote-first culture emphasizing ownership, trust, and solving challenging problems.