Customer Escalation Manager

🕒 Julho 21

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 10%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Aiwyn

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2020

☁️ SaaS

💳 Fintech

🤝 B2B

💰 $113.000.000 Venture Round - Aiwyn em 2024-12

SaaS • Fintech • B2B

A Aiwyn é uma plataforma de software para empresas contábeis que combina automação de pagamentos, gestão de práticas, um portal de experiência do cliente e um sistema tributário central em uma única solução integrada. Ela ajuda as empresas a acelerar pagamentos, automatizar faturamento e conciliação, modernizar operações de prática (acompanhamento de tempo, faturamento, gerenciamento de projetos e recursos) e centralizar interações com clientes e fluxos de trabalho tributários. A Aiwyn foca em parcerias B2B com empresas de contabilidade e se integra ao ecossistema mais amplo de tecnologia contábil; recentemente adquiriu o negócio de pagamentos nos EUA da QuickFee para fortalecer suas capacidades de pagamentos.

Descrição

• Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues. • Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels. • Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs. • Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams. • Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings). • Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities. • Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations. • Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams. • Establish, document, and enforce escalation standards, including a “fix-forward” policy where relevant. • Contribute to refining escalation workflows, playbooks, and internal runbooks. • Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence. • Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions. • Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes. • Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion. • Manage risk escalation and ensure resolution trajectories minimize customer impact. • Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals.

🎯 Requisitos

• 3–5+ years in escalation management, technical support, customer success, or related fields. • Proven experience managing customer-impacting incidents in a production SaaS environment, including use of incident management tooling (such as incident.io) to coordinate responders, manage timelines, and drive post-incident actions. • Curious and data-driven mindset with experience analyzing trends and reporting on outcomes. • Strong ability to work with datasets, metrics, and reporting to debug issues, assess customer impact, and drive data-informed escalation and post-incident decisions. • Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira). • Clear customer and internal communication skills, with the ability to simplify complex technical concepts. • Excellent prioritization and organizational skills. • Familiarity with SaaS platforms and cloud-based software solutions. • Strong understanding of accounting principles and experience with accounting or accounts receivable software.

🏖️ Benefícios

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls. • Remote, work-from-anywhere culture • Flexible PTO • World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support. • Stock options - every Full Time Employee has ownership in Aiwyn's future and success. • 401(k) matching