Escalation Manager

The Escalation Manager serves as the single point of contact for critical customer escalations, owning cases end-to-end and driving accountability across internal teams to ensure timely resolution. This role involves assessing and prioritizing defect escalations, collaborating with Engineering and Product teams to remove blockers, and maintaining clear communication with customers to protect relationships. The position requires strong troubleshooting skills for enterprise SaaS applications and a proactive approach to process improvement and customer advocacy.