Account Escalations Manager

Overview

Role responsible for leading resolution of complex issues and maintaining customer relationships.

Ideal candidate has 3-5 years in customer support with experience in handling escalations and cross-functional collaboration.

Locations

• United States

Requirements

• 3-5 years experience in customer support or account management
• Proven success in cross-functional collaboration
• Strong understanding of customer success best practices

Responsibilities

• Manage high-priority escalations
• Communicate with escalated buyers
• Collaborate with cross-functional teams
• Identify root causes of escalations
• Monitor escalation metrics
• Develop internal escalation protocols
• Manage SLA for escalated issues