Support Escalations Manager

Karbon(6 days ago)

RemoteFull TimeSenior$85,000 - $105,000Customer Support

About this role

This role involves managing high-impact customer escalations in a SaaS environment, coordinating across various teams to ensure resolution, and using AI to improve escalation processes. It is suitable for a professional with experience in support, escalation management, and cross-functional collaboration, especially within a B2B SaaS setting.

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Required Skills

Customer Support
Escalation Management
Support Platforms
Root Cause Analysis
Cross-Functional Collaboration
Support Process
Problem Solving
Technical Support
Stakeholder Management
AI

Qualifications

About Karbon

karbonhq.com

Karbon is a cloud-based practice management platform for accounting firms that centralizes work, emails, tasks and client communications to improve visibility and team collaboration. It provides workflows, shared inboxes, task and project tracking, templates and reporting to streamline processes and boost efficiency for distributed teams. Karbon connects with core accounting tools so firms can manage capacity, deadlines and client work consistently as they scale.

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