Senior Escalation & Incident Manager

EdCast; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

Cornerstone is seeking a Global Customer Support professional to own escalated cases end-to-end, coordinating with Engineering and maintaining clear, proactive communication with customers. You will measure outcomes using EIM and SLOs, ensuring timely, transparent resolutions.

Demonstrated experience in enterprise SaaS escalation, calm execution under pressure, and strong executive writing are essential to succeed in this role.

Qualifications

• 4+ years escalation, incident, or critical-situation management in enterprise SaaS.
• Ability to stay structured and calm in chaotic situations.
• Fluency with EIM economics and SLO discipline; Salesforce rigor.

Responsibilities

• Take ownership transfer of escalated cases end-to-end: comms, coordination, and partnerships with Engineering.
• Communicate daily in plain language with ETAs from SLOs; prove we meet them.
• Score escalations with EIM metrics; apply fairness overrides only as appropriate.
• Serve as entry point to OneList: deduplicate and assign ownership with dates.

Skills

Escalation management

Clear communication

SaaS experience

Stakeholder management

Executive writing

Tools

Salesforce

Job description

Cornerstone is seeking a Global Customer Support professional to own escalated cases end-to-end, coordinating with Engineering and maintaining clear, proactive communication with customers. You will measure outcomes using EIM and SLOs, ensuring timely, transparent resolutions.

Demonstrated experience in enterprise SaaS escalation, calm execution under pressure, and strong executive writing are essential to succeed in this role.