Senior Escalation Manager — Remote SaaS Support

HelpfulRemote; Northern (KY); Hybrid; USD 130,000 - 170,000; Full time

Job summary

HelpfulRemote is seeking an experienced escalation management leader to coordinate high-impact customer issues across engineering, product, CS and support, plus external partners. This remote role reports to the VP of Customer Support and requires a proven track record in SaaS environments.

You will build and codify escalation processes, set standards for the wider support organization, and mentor teams on executive-level communication and clear writing.

Qualifications

• Minimum 8 years of customer support experience with escalation management expertise.
• Experience building an escalation management function in a SaaS environment.
• Strong cross-functional collaboration, executive communication, and writing skills.
• Degree in Computer Science, Computer Engineering, or related field is a plus.
• Must reside in the USA.

Responsibilities

• Coordinate resolution of high-impact escalated customer issues across cross-functional teams.
• Build out the escalation management function with processes and standards for the wider organization.
• Occasional travel to Mississauga and Salt Lake City for onboarding and team events.

Skills

Escalation management

Cross-functional collaboration

Executive-level communication

Clear writing ability

SaaS experience

Education

Bachelor's degree in Computer Science/Computer Engineering or related field

Job description

HelpfulRemote is seeking an experienced escalation management leader to coordinate high-impact customer issues across engineering, product, CS and support, plus external partners. This remote role reports to the VP of Customer Support and requires a proven track record in SaaS environments.

You will build and codify escalation processes, set standards for the wider support organization, and mentor teams on executive-level communication and clear writing.