Escalation Manager (Customer Support) (Healthtech)

TL;DR

Escalation Manager (Customer Support) (Healthtech): Coordinating the resolution of high-impact customer situations and collaborating with cross-functional teams with an accent on building the escalation management function and operational standards. Focus on executing data-driven customer recovery plans and analyzing trends to improve incident management.

Location: Remote (US). Travel to Mississauga and/or Salt Lake City offices required for onboarding and team events.

Salary: $95,000 - $105,000

Company

hirify.global is a leading health tech company providing a platform and marketplace for long-term and post-acute care providers.

What you will do

• Manage high-visibility support escalations in partnership with Engineering, Product Management, and Customer Success.
• Build out the escalation management function, including processes, standards, and templates across the organization.
• Utilize data and metrics to inform operational decisions that improve incident and escalation management.
• Create and execute data-driven customer recovery plans for every addressed escalation and incident.
• Analyze trends and patterns to communicate findings to both technical and business audiences.

Requirements

• Must be based in the US.
• 8+ years of experience in customer support with specific expertise in escalation management.
• Experience building escalation management functions within a SaaS software environment.
• Proven ability to work cross-functionally with engineering, product, and customer success teams.
• Ability to communicate effectively at an executive level with customers and internal stakeholders.
• Strong contextual interpretation and writing skills for summarizing complex technical issues.

Nice to have

• Bachelor's Degree in Computer Science, Computer Engineering, or a related Engineering field.

Culture & Benefits

• Comprehensive benefits package starting from Day 1.
• Retirement plan matching and flexible paid time off.
• Wellness support programs and resources.
• Parental, caregiver, fertility, and adoption support.
• Continuous development support program and employee assistance.
• Inclusive culture with allyship communities and employee recognition.