Customer Escalation Manager

Aiwyn is the first complete platform for modern accounting firms, backed by top-tier investors. The Customer Escalation Manager will oversee and resolve high-impact escalations while ensuring effective communication and collaboration among teams to prevent future issues.

Responsibilities:

• 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
• Familiarity with SaaS platforms and cloud-based software solutions
• Strong understanding of accounting principles and experience with accounting or accounts receivable software