Trilyon, Inc. · 16 hours ago
Escalation Manager
San Francisco, CA
Full-time
Onsite
Mid, Senior LevelTrilyon, Inc. is seeking an Escalation Manager to lead their platform innovation and support efforts. The role requires strong customer-facing support experience in high-stakes environments, with a focus on troubleshooting, team leadership, and effective communication under pressure.
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Responsibilities
You have strong direct customer-facing support experience in a high-volume environment
You’ve supported customers in a high-stakes, high-complexity environment where issues are messy and outcomes matter (e.g., operational downtime, financial impact, time-sensitive workflows, multi-system dependencies)
You have experience as a team lead/escalation lead/floor lead/supervisor/manager (formal title not required), and you know how to raise the bar through coaching and example—not just delegation
You’re scrappy and relentless about ownership: you push cases through ambiguity, coordinate across teams, and don’t let threads die
You communicate clearly and calmly under pressure, can de-escalate tense situations, and set expectations without overpromising
You’re comfortable getting into the weeds to troubleshoot, but you also recognize patterns and translate them into practical improvements
Qualification
Required
You have strong direct customer-facing support experience in a high-volume environment
You've supported customers in a high-stakes, high-complexity environment where issues are messy and outcomes matter (e.g., operational downtime, financial impact, time-sensitive workflows, multi-system dependencies)
You have experience as a team lead/escalation lead/floor lead/supervisor/manager (formal title not required), and you know how to raise the bar through coaching and example—not just delegation
You're scrappy and relentless about ownership: you push cases through ambiguity, coordinate across teams, and don't let threads die
You communicate clearly and calmly under pressure, can de-escalate tense situations, and set expectations without overpromising
You're comfortable getting into the weeds to troubleshoot, but you also recognize patterns and translate them into practical improvements
Preferred
Experience supporting POS, payments, hardware-enabled products, logistics, or other multi-system operational workflows
Familiarity with support tools and workflows (e.g., Intercom, routing/triage, QA, knowledge management)
Comfort with basic technical troubleshooting; networking experience is a plus, not a requirement
Experience in improving training content, troubleshooting playbooks, or onboarding materials
Company
Trilyon, Inc.
Trilyon, Inc.
Founded in 2009
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Carolyn Joshua
President & CEO
Company data provided by crunchbase