Overview
Escalations Manager responsible for owning and coordinating Emergent’s most critical customer and executive issues, from enterprise escalations to billing disputes and product incidents.
What you'll do
- Own and manage high-priority customer and executive escalations across multiple channels.
- Coordinate cross-functional resolution with Engineering, Product, Customer Success, Security, Finance, and Legal.
- Handle complex disputes including billing, refunds, platform reliability, AI-generated outputs, and customer compensation.
- Lead structured Root Cause Analyses (RCAs) and drive permanent fixes with internal teams.
- Build and standardize escalation playbooks, investigation frameworks, SLAs, and communication templates.
- Monitor escalation trends and turn customer feedback into product and operational improvements.
- Prepare executive-ready incident summaries and post-mortem reports with recommendations.
What you'll need
- 7 to 12 years of experience in customer escalations, customer advocacy, trust and safety, customer success, operations, or risk management.
- Experience managing complex, high-risk customer disputes while balancing customer satisfaction and business objectives.
- Strong expertise in Root Cause Analysis (RCA), incident management, and cross-functional coordination.
- Excellent written and verbal communication skills for high-pressure situations with customers and senior leadership.
- Ability to convert recurring operational issues into scalable process improvements.
- Experience in SaaS, AI, enterprise software, fintech, or similar fast-paced technology environments is preferred.
Details
Read the full description and apply on the company’s own careers page.
