Senior Escalation Lead – Enterprise Tech (Remote, US)

Ladders; United States; A distancia; USD 130.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous PTO

Parental leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Escalation management

Executive communication

Stakeholder influence

SaaS operations

Cybersecurity

Incident management

Data-driven decisions

Herramientas

Salesforce Service Cloud

Jira

Slack

Descripción del empleo

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.