Escalation Manager (AI)

Location: Bangalore, India

Company

hirify.global builds autonomous coding agents that generate, test, and deploy production applications from plain-language intent. Its systems operate at global scale and support millions of applications.

What you will do

• Own high-priority customer and executive escalations across support tickets, enterprise accounts, and social media.
• Coordinate resolution efforts across Customer Success, Engineering, Product, Security, Finance, Legal, and Leadership.
• Manage complex disputes involving billing, refunds, platform reliability, AI-generated outputs, and customer compensation.
• Conduct Root Cause Analyses to identify systemic issues and drive permanent fixes.
• Build escalation playbooks, investigation frameworks, SLAs, and communication templates.
• Monitor escalation trends, prepare executive-ready incident summaries, and convert customer feedback into product and operational improvements.

Requirements

• 7–12 years of experience in Customer Escalations, Customer Advocacy, Trust & Safety, Customer Success, Operations, or Risk Management.
• Experience managing complex, high-risk customer disputes while balancing customer satisfaction with business objectives.
• Strong expertise in Root Cause Analysis, incident management, and cross-functional stakeholder coordination.
• Excellent written and verbal communication skills for engaging customers and senior leadership during high-pressure situations.
• Ability to turn recurring operational issues into scalable process improvements.

Nice to have

• Experience in SaaS, AI, enterprise software, fintech, or other fast-paced technology environments.

Culture & Benefits

• Ownership of a scalable, data-driven escalation program.
• Opportunity to improve customer trust, product reliability, and operational processes at global scale.
• Collaboration with repeat founders, Olympiad medalists, IIT and IIM alumni, and leaders from major technology companies.