Customer Escalation Manager

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Aiwyn

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

☁️ SaaS

💳 Fintech

🤝 B2B

💰 $113M Venture Round - Aiwyn on 2024-12

SaaS • Fintech • B2B

Aiwyn is a software platform for accounting firms that combines payments automation, practice management, a client experience portal, and a core tax system into a single, integrated solution. It helps firms accelerate payments, automate invoicing and reconciliation, modernize practice operations (time tracking, billing, project and resource management), and centralize client interactions and tax workflows. Aiwyn focuses on B2B partnerships with accounting firms and integrates with the wider accounting technology ecosystem; it recently acquired QuickFee’s U. S. payments business to strengthen its payments capabilities.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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