User Escalations Lead — High-Impact, Data-Driven

United States Digital Space LLC; Ireland; On-site; EUR 60,000 - 90,000; Full time

Job summary

United States Digital Space LLC is seeking an experienced Escalations Specialist to address user escalations, resolve issues quickly, and collaborate with product and engineering teams to prevent recurrence. You will leverage data to identify trends and drive improvements across the organization.

The role focuses on ownership, rapid resolution, and building scalable processes from the ground up, with a strong emphasis on user-first outcomes.

Qualifications

• At least 5+ years in a user support role.
• Experience with troubleshooting and short SLA escalations.
• Experience leading projects or process improvements.
• Strong judgment and attention to detail.
• Customer-first mindset and ability to work under pressure.

Responsibilities

• Respond to incoming user escalations promptly and triage to resolution.
• Communicate with users via email/phone to solve problems.
• Ensure timely and accurate resolution within SLAs.
• Collaborate with product/engineering to address root causes.
• Perform data-driven root cause analyses and share findings.
• Drive remediations with partner teams based on insights.

Skills

User support

Troubleshooting

Process improvement

Stakeholder management

Data analysis

Tools

SQL

Job description

United States Digital Space LLC is seeking an experienced Escalations Specialist to address user escalations, resolve issues quickly, and collaborate with product and engineering teams to prevent recurrence. You will leverage data to identify trends and drive improvements across the organization.

The role focuses on ownership, rapid resolution, and building scalable processes from the ground up, with a strong emphasis on user-first outcomes.