Escalation Manager (Swing Shift)

Ladders; United States; Remote; USD 130,000 - 145,000; Full time

Benefits offered by this job

Generous PTO

Parental leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Job summary

Ladders is seeking an Escalation Manager for a remote role in the US in the Enterprise Technology space. The position is remote for US-based candidates, with compensation of $130,000 - $145,000 annually.

You will act as the primary contact for customer support escalations, manage high-priority incidents, coordinate with internal teams, and drive actions to resolve complex issues in high-risk accounts. Strong communication with executives is essential.

Qualifications

• 5+ years in enterprise tech support, incl. 2+ years in escalations, preferably cybersecurity.
• Proven success resolving high-impact customer issues.
• Exceptional communication with executive management.
• Understanding of SaaS operations across departments.
• Data-driven decisions and process-oriented mindset.
• Ability to influence stakeholders and build trust.

Responsibilities

• Act as the primary contact for customer support escalations, ensuring timely resolution.
• Facilitate high-priority incidents and communicate status updates with customers.
• Manage communications during product incidents with internal teams.
• Lead initiatives to resolve complex issues in high-risk accounts.
• Triage and assign escalations to appropriate teams while maintaining accountability.
• Develop action plans for escalated issues and coordinate follow-through across teams.
• Analyze escalation trends to identify systemic issues and recommend process improvements.

Skills

Escalation management

Executive communication

Stakeholder influence

SaaS operations

Cybersecurity

Incident management

Data-driven decisions

Tools

Salesforce Service Cloud

Jira

Slack

Job description

For our client, we are seeking a Escalation Manager (Swing Shift) to join the team of a leader in the Enterprise Technology space.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $130,000 - $145,000 annually

Responsibilities

• Act as the primary contact for customer support escalations, ensuring timely resolution
• Facilitate high-priority incidents and communicate status updates with customers
• Manage communications during product incidents with internal teams
• Lead initiatives to resolve complex issues in high-risk accounts
• Triage and assign escalations to appropriate teams while maintaining accountability
• Develop action plans for escalated issues and coordinate follow-through across teams
• Analyze escalation trends to identify systemic issues and recommend process improvements

Qualifications

• 5+ years in enterprise technical support, including 2+ years in escalations, ideally in cybersecurity
• Proven success resolving high-impact customer issues
• Exceptional communication skills, especially with executive management
• Understanding of SaaS operations across various departments
• Strong data-driven decision-making and process-oriented mindset
• Ability to build trust and influence stakeholders
• Familiarity with tools such as Salesforce Service Cloud, Jira, and Slack

Benefits

• Generous PTO and holiday schedule
• Parental leave
• Progressive healthcare options
• Retirement programs
• Education reimbursement
• Commuter offset for specific locations

Our client is an equal opportunity employer.