About the role
Resolve complex customer escalations and drive resolution.
- •The Escalation Manager is responsible for resolving AppZen's most complex customer escalations.
- •Key Responsibilities Own high-severity escalations end-to-end.
- •Lead escalation war rooms through structured triage.
- •Act as the central point of coordination for escalations.
- •Partner with Support Leadership to improve escalation rigor.
- •Monitor escalated accounts for recurring issues.
- •Requirements U.S. citizenship required. 10+ years in SaaS.
- •Strong executive presence.
- •Experience with Zendesk and Jira.
Tech stack
Jira
Match insights
Tech:Jira
Level:Senior