Remote Incident & Escalation Lead for Enterprise SaaS

Jobgether; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible paid time off

Equity compensation and ESPP

Growth and development fund

Parental leave

Team Member Resource Groups

Health and financial well-being bennif

Global collaboration across Americas,

Job summary

Jobgether is seeking an Enterprise Escalations Manager to own complex, executive-level escalations from initial engagement through resolution. You will coordinate Engineering, Support, Product, Customer Success, and Sales to drive timely actions and clear communication.

You will craft concise, customer-facing resolution plans and lead post-escalation reviews. The role requires collaboration with a globally distributed team, on-call availability for Sev 1/2 events, and the ability to influence

Qualifications

• Experience in enterprise technical support, customer success, or incident and escalation management within a B2B SaaS or enterprise software organization.
• Proven ability to own complex, multi-stakeholder escalations from start to finish, including executive-level customer engagements and structured resolution or account plans.
• Excellent written and verbal communication skills, with the ability to translate technical information into clear, accessible updates for customers and senior leadership.
• Demonstrated ability to coordinate Engineering, Support, Product, Customer Success, and Sales teams without having formal management authority over them.
• Calm, structured decision-making skills and the ability to provide stability and direction in high-pressure customer situations.
• Familiarity with support and coordination platforms such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalent tools.
• Availability to participate in on-call coverage for executive escalations as part of a globally distributed team.

Responsibilities

• Own escalations end-to-end per incident management processes.
• Advocate for enterprise customers and coordinate cross-functional teams to resolve.
• Track commitments and ensure actions and milestones are met by responsible teams.
• Maintain customer-facing resolution plans and update milestones after major communications.
• Coordinate with Incident Managers during concurrent incidents for consistent updates.
• Lead external escalation communications using templates and schedules.
• Represent the organization in high-stakes discussions with clarity and confidence.
• Engage executive stakeholders, including executive-to-executive communications for Sev 1/2 events.
• Provide leadership with concise updates distinguishing confirmed info, outstanding questions, risks, and next steps.
• Lead post-escalation reviews and recovery plans with owner assignments and deadlines.
• Coordinate handover to Customer Success Manager after resolutions.
• Partner with Head of Incident and Escalation Management to improve playbooks and processes.

Skills

Executive communication

Cross-functional coordination

Stakeholder management

Written communication

Calm decision-making

Education

ITIL Foundation certification

Tools

Zendesk

Salesforce

Slack

PagerDuty

Job description

Jobgether is seeking an Enterprise Escalations Manager to own complex, executive-level escalations from initial engagement through resolution. You will coordinate Engineering, Support, Product, Customer Success, and Sales to drive timely actions and clear communication.

You will craft concise, customer-facing resolution plans and lead post-escalation reviews. The role requires collaboration with a globally distributed team, on-call availability for Sev 1/2 events, and the ability to influence