Escalation Manager

🕒 May 9

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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AppZen

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤖 Artificial Intelligence

💸 Finance

☁️ SaaS

💰 Venture Round on 2021-03

Artificial Intelligence • Finance • SaaS

AppZen is a leading provider of AI-powered software solutions for automating and auditing expense reports and accounts payable processes. The company's innovative AI technology helps organizations improve efficiency, compliance, and cost control. AppZen offers products such as Autonomous AP, AI-powered invoice automation, Expense Audit, and Card Audit, which streamline financial workflows, detect fraud, and ensure policy compliance. With integrations to major financial software systems, AppZen enables real-time auditing and compliance across various financial activities, making it an essential tool for businesses seeking to optimize their finance operations.

📋 Description

• Driving resolution of AppZen’s most complex and high-impact customer escalations. • Partnering with CSMs and ISMs to unblock go-lives, stabilize at-risk accounts, and protect customer confidence. • Coordinating across Support, Engineering, Product, and the AppZen Executive Team to deliver timely, durable outcomes. • Monitoring escalated accounts for recurring issues and systemic risks, and driving preventive actions.

🎯 Requirements

• U.S. citizenship (required) to support certain customer environments. • 10+ years in SaaS across escalation management, support leadership, incident management, or customer success escalations. • Strong executive presence and customer communication—able to drive clarity under pressure with internal leaders and customer stakeholders. • Proven ability to lead cross-functional teams through ambiguity and deliver outcomes with accountability. • Experience with support/engineering workflow tools such as Zendesk and Jira (or equivalent).

🏖️ Benefits

• We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. • Health insurance • Flexible work arrangements.