Customer Escalation Manager

About Aiwyn

Aiwyn is a pioneering platform designed specifically for modern accounting firms. Supported by leading investors including Bessemer, KKR, and Revolution, Aiwyn is among the fastest-expanding SaaS companies globally, known for delivering innovative technology with exceptional teams and processes.

Role Overview

The Customer Escalation Manager is a pivotal member of the Customer Support team, tasked with managing, coordinating, and resolving complex and high-impact customer escalations detected through monitoring and client feedback. This role focuses on prioritizing critical issues, ensuring transparent communication with clients, and fostering collaboration across departments to reduce recurrence and improve long-term customer satisfaction.

Key Responsibilities

• Continuously monitor and triage incoming support requests to identify major escalations, recurring issues, and systemic problems.
• Serve as the primary contact for complicated and significant customer escalations that extend beyond normal support.
• Manage the entire escalation and problem resolution cycle, working closely with Product and Engineering teams, ensuring compliance with service-level agreements.
• Guarantee proper prioritization and distribution of escalated issues among Support, Engineering, and Product departments.
• Maintain clear and timely communication with customers via email, phone, and virtual meetings regarding their escalations.
• Advocate for customers while balancing internal goals to sustain satisfaction during escalations.
• Collaborate with Support Agents, Technical Support Engineers, and leadership in Engineering and Product to drive efficient solutions.
• Ensure visible and supported escalation handling by appropriate resolver teams.
• Develop, implement, and uphold escalation protocols, including policies aimed at permanent issue resolution.
• Enhance escalation workflows, guidelines, and internal documentation continually.
• Analyze escalation trends to recommend and implement strategies to minimize repeat problems.
• Lead and assist in incident retrospectives to share findings and action points with involved teams.
• Facilitate consistent incident reporting and post-incident evaluations ensuring quality and compliance.
• Offer actionable insights to improve product usability, support processes, manuals, and customer onboarding experience.
• Manage risk escalations carefully to reduce customer impact effectively.
• Provide regular performance reports on escalation handling, adherence to timelines, and organizational alignment.

Required Qualifications

• At least 3 to 5 years of experience in escalation management, technical support, customer success, or related disciplines.
• Demonstrated expertise handling customer-impacting incidents within production SaaS environments, including use of incident management tools to coordinate response and follow-up actions.
• Analytical and inquisitive mindset with the capability to assess data trends and generate meaningful reports.
• Proficient in interpreting datasets and metrics to diagnose issues, evaluate impacts, and guide escalation decisions.
• Familiar with support platforms and issue tracking systems such as Zendesk and Jira.
• Excellent communication abilities, capable of clarifying complex technical information for varied audiences.
• Strong organizational skills with the ability to prioritize effectively across multiple tasks.

Preferred Experience

• Experience with SaaS and cloud-based software platforms.
• Knowledge of accounting principles and prior work with accounting or accounts receivable software.

Perks and Benefits

• Competitive salary reflecting invaluable problem-solving contributions at a dynamic SaaS startup with an experienced leadership team.
• Annual $1,000 travel stipend on work anniversary to encourage personal rejuvenation through adventure travel.
• Flexible remote work culture allowing you to operate from anywhere.
• Generous paid time off policies.
• Comprehensive health coverage including medical, dental, vision, mental health support, and Health/Flexible Spending Accounts.
• Stock options providing ownership stake in the company’s future success.
• 401(k) plan with employer matching.

Company Values

• Driven by relentless innovation and design.
• Taking full ownership rather than passive participation.
• Building relationships based on deep trust.

Equal Opportunity and Privacy

Aiwyn values diversity and inclusivity, providing equal employment opportunities without discrimination based on age, race, gender, disability, and other legally protected characteristics. Candidate data is handled with care consistent with the company's privacy policy.