Aiwyn · 16 hours ago
Customer Escalation Manager
United States
Full-time
Remote
Mid, Senior Level
3+ years expAiwyn is a fast-growing scale-up SaaS company focused on modern accounting solutions. The Customer Escalation Manager will oversee and resolve high-impact escalations, ensuring efficient communication and collaboration across internal teams to prevent recurrence and drive improvements.
AccountingBusiness Process Automation (BPA)FinTechSaaSSoftware
Responsibilities
Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues
Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels
Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs
Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams
Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings)
Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities
Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations
Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams
Establish, document, and enforce escalation standards, including a 'fix-forward' policy where relevant
Contribute to refining escalation workflows, playbooks, and internal runbooks
Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence
Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions
Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes
Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion
Manage risk escalation and ensure resolution trajectories minimize customer impact
Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals
Qualification
Required
3–5+ years in escalation management, technical support, customer success, or related fields
Proven experience managing customer-impacting incidents in a production SaaS environment, including use of incident management tooling (such as incident.io) to coordinate responders, manage timelines, and drive post-incident actions
Curious and data-driven mindset with experience analyzing trends and reporting on outcomes
Strong ability to work with datasets, metrics, and reporting to debug issues, assess customer impact, and drive data-informed escalation and post-incident decisions
Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira)
Clear customer and internal communication skills, with the ability to simplify complex technical concepts
Excellent prioritization and organizational skills
Preferred
Familiarity with SaaS platforms and cloud-based software solutions
Strong understanding of accounting principles and experience with accounting or accounts receivable software
Benefits
Adventure travel stipend
Remote, work-from-anywhere culture
Flexible PTO
World Class health benefits
Stock options
401(k) matching
Company
Aiwyn
Aiwyn is an automation software platform that provides billing and cash flow for accounting firms.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$127MKey Investors
Bessemer Venture Partners,Kohlberg Kravis RobertsRevolution Ventures
2024-12-19Series Unknown· $113M
2021-06-29Seed· $14M
2020-08-01Seed
Leadership Team
Chris Furlong
Co-Founder and CTO
Levi Morehouse
President
Recent News
2025-12-16
2025-09-12
2025-09-10
Company data provided by crunchbase