B2B SaaS Technical Escalation Lead

Centralreach-8; Fort Lauderdale (FL); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Comprehensive health benefits

Generous PTO

401(k) matching

Paid parental leave

Hybrid work schedules

Career development support

Wellness programs

CR Cares community initiatives

Job summary

CentralReach is seeking a Technical Escalation Manager to coordinate case escalations from Customer-facing teams to our Product organization. You will document issues, help prioritize bugs, and mentor Support to ensure timely, high‑quality resolutions.

This role requires strong cross‑functional collaboration, customer empathy, and the ability to operate in a fast‑paced, semi‑virtual environment. With a hybrid model and offices in Ft.

Qualifications

• 2+ years in the ABA space with domain around Clinical and Practice Management.
• 1+ years experience in a B2B SaaS company.
• Analytical and process‑oriented mindset.
• Clear, effective communication skills.
• Ability to prioritize work and shift priorities to meet deadlines.
• Strong communication and presentation skills.
• Ability to work in a fast‑paced, team environment with urgency.
• Excellent organizational skills.

Responsibilities

• Triangulation between Customer Success, Sales, Support and Product regarding customer technical issues and requests.
• Replicate and document cases in an actionable and succinct manner.
• Assist in assigning prioritization for technical issues, requests, and bugs.
• Case grooming: Provide context and further documentation around support issues.
• Serve as a resource for Support Members to engage with Customers and provide context around product cases.
• Proactive with communicating case updates and manage expectations around delivery.
• Meet targets set for response time, resolution time, and customer satisfaction.

Skills

ABA domain knowledge

B2B SaaS experience

Analytical mindset

Clear communication

Prioritization skills

Cross-functional collaboration

Presentation skills

Team collaboration

Customer empathy

Job description

CentralReach is seeking a Technical Escalation Manager to coordinate case escalations from Customer-facing teams to our Product organization. You will document issues, help prioritize bugs, and mentor Support to ensure timely, high‑quality resolutions.

This role requires strong cross‑functional collaboration, customer empathy, and the ability to operate in a fast‑paced, semi‑virtual environment. With a hybrid model and offices in Ft.