Escalation Manager Jobs

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? Fin is looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions. What will I be doing? Lead technical discovery to identify and address our customers’ needs Deliver an exceptional pre-sales experience by articulating Fin's value and technical expertise Conduct impactful, value-based solution reviews and in-depth technical sessions Design and lead tailored Proof of Concepts (POCs) that showcase Fin's capabilities Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalatin

Asana is seeking an experienced IT Systems Engineer (Identity) to join our growing IT Team and support the critical systems that keep IT moving forward. The ideal candidate will be focused on increasing IT efficiency through automation, and improving the end-user experience. Based in our Vancouver office, you will be primarily responsible for the support and implementation of our internal and cloud based IT identity infrastructure and applications. As an Identity Engineer, you will support and implement our internal and cloud-based IT identity infrastructure and applications to increase efficiency through automation. You will collaborate with cross-functional teams to improve the end-user experience while maintaining a crisp and detail-oriented focus on our identity systems. By leveraging your passion for technology and automation, you will play a critical role in scaling Asana's global IT operations. This role is based in our Vancouver office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What you’ll achieve Drive efficiency by implementing automated SSO on-boarding and off-boarding processes. Empower the organization through expert administration and support of Google Workspace, Slack, and Asana. Design and deliver security policies in partnership with the Security team to protect our global user base. Scale IT services by identifying and executing on high-impact automation opportunities. Standardize and automate routine IT tasks to improve overall system reliability. Resolve complex technical escalations with a focus on building long-term preventative solutions. Foster a robust IT environment by collaborating with Support and Security teams

About Anyscale At Anyscale , we're on a mission to democratize distributed computing and make it accessible to software developers of all skill levels. We’re commercializing Ray , a popular open-source project that's creating an ecosystem of libraries for scalable machine learning. Companies like OpenAI , Uber , Spotify , Instacart , Cruise , and many more, have Ray in their tech stacks to accelerate the progress of AI applications out into the real world. With Anyscale, we’re building the best place to run Ray, so that any developer or data scientist can scale an ML application from their laptop to the cluster without needing to be a distributed systems expert. Proud to be backed by Andreessen Horowitz, NEA, and Addition with $250+ million raised to date. About the role The Customer Engineer will play a crucial role in the customers’ post-sale journey - helping them to onboard, adopt and grow on Anyscale, troubleshooting and resolving open customer tickets and driving consumption. Anyscale is an ever evolving platform and hence will require close co-ordination with our engineering teams to debug complex issues. This is an exciting role for those who are technically curious and passionate about ML/AI, LLM, vLLM and the role of AI in next generation applications. It’s an opportunity to make a significant impact in a collaborative, fast-paced environment while building a new segment in this space. In this role, you’ll be able to Resolve customer issues and help in their successful adoption of Anyscale platform Be a technical advisor, and internal champion for our key customers Own customer issues end-to-end, from troubleshooting, triaging, escalations and eventual resolution Participate in our follow-the-sun customer support model to ensure continuity in resolving high priority tickets Keep track of open customer bugs and feature requests to influence prioritization and provide timely customer updates upon resolution Contribute towards improvement of internal tools an

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations. Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow. Technical Support Specialist As a Technical Support Specialist, you’ll play a key role in ensuring Synthesia delivers a reliable and consistent experience for our customers. You’ll be the go-to team for internal technical escalations and play a key part in Synthesia’s technical Success. You’ll investigate complex platform issues, apply technical fixes where possible, and escalate clearly to Engineering when required. You’ll own cases end to end, reproducing problems, analysing logs and data, validating workarounds or patches, and confirming resolution with the customer. Role Responsibilities: Investigate and troubleshoot complex technical issues across the Synthesia platform Apply fixes, configuration changes, or validated workarounds where possible Escalate to Engineering with clear diagnostic details and impact assessments Reproduce reported issues in internal environments to identify root causes Analyse logs, data, and customer configurations to support investigations Validate fixes or patches and confirm resolution with the customer Document findings, solutions, and technical procedures for future reference Collaborate with Product and Engineering teams to report bugs and suggest improvements About You: Mini

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here). Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started. Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit. AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ------------------------------------------------------------------------------------------------------ Join us as Team Lead – Social Care & Internal Support to build and run Qonto's brand-new reactive team in Customer Care France. You'll own the situations that matter most for our reputation: social media, sensitive client escalations, frontline incident support, and online ratings — all under the guidance of Louis, our Head of Customer Care France. ➡️ What you'll do Own Social Care end-to-end: Lead the team to deliver fast, high-quality support across X, Facebook, Instagram, LinkedIn, TikTok, and YouTube — reactive when it's urgent, proactive before it escalates; Handle sensitive escalations: Take over direct client escalations from non-standard channels, diagnose fast, coordinate the right stakeholders, and drive resolution; Be the real-time lifeline for fro

The Team + The Role Pendo’s Customer Engineering team is the technical backbone of the company’s pre- and post-sales customer motion. The team supports growth by bringing technical ownership across the full customer lifecycle, from discovery and evaluation through implementation, adoption, retention, and expansion. As a Customer Engineer, you are the primary technical resource for a portfolio of Commercial accounts. You partner with Account Directors to own discovery, demos, onboarding, technical health, risk, and expansion strategy. You serve as a trusted technical advisor who helps customers drive outcomes with Pendo. This role is based in our Raleigh office. What this looks like day-to-day Customer acquisition: Partner with Account Directors to understand customer pain, business goals, and technical requirements. Craft and deliver demos, define success criteria, guide installation, and lead hands-on technical evaluations and workshops. Technical discovery and implementation: Lead discovery conversations across product stacks, integration environments, and customer goals. Own onboarding for purchased modules, troubleshoot integrations, and answer technical questions related to APIs, data models, configuration, and front-end implementation. Adoption and value: Monitor usage signals, identify low adoption or configuration drift, and act before issues become escalations. Facilitate enablement workshops, support account health planning, and help customers measure and articulate the ROI of Pendo. Retention and expansion: Identify technical expansion paths in your portfolio and hand them to Account Directors with clear deployment plans and business rationale. Support growth opportunities by bringing a strong technical point of view on customer needs, readiness, and value. Risk ownership: Own the technical dimension of account risk, including champion turnover, integration issues, stalled rollouts, and technical blockers. Document risks in Salesforce, build mitigation pl

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The role: The Crypto AML & Sanctions Advisor will provide specialized financial crime compliance advisory support for SoFi’s digital asset and cryptocurrency products and services, reporting to the Crypto Compliance Officer. Your role will be to support the business in identifying and mitigating risks related to money laundering, terrorist financing, sanctions, and other illicit finance activity associated with digital assets, while helping ensure SoFi meets applicable regulatory requirements, expectations, and guidance. The role will support the development and maintenance of sound, risk-based AML and sanctions programs and controls across SoFi’s crypto ecosystem. What you’ll do: Act as a key Crypto AML & Sanctions advisor, providing subject matter expertise to the Crypto Compliance Officer, Compliance, Product, Engineering, Investigations, and business leaders on financial crime risks and controls. Provide AML and sanctions advisory across the crypto product lifecycle, including trading, custody, deposits and withdrawals, wallets, stablecoins, staking, and emerging digital asset products. Identify and assess blockchain-specific financial crime risks and advise on appropriate controls, including KYT, transaction and wallet screening, sanctions exposure, Travel Rule requirements, and escalatio

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Technical Support Expert 2 About the job This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. We are looking for our next Technical Support Expert 2 to join our Accounts & Billing team, who will be dedicated to understands and resolves basic & routine customer requests, identify customer escalations and Document every customer interaction. This is a customer facing role. Most customer interactions happen within Zendesk, with a few phone calls or chats, in-person meetings and Slack chats sprinkled in. Responsibilities In this role, you’ll: Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or

Datadog’s Cloud Networks team designs, builds, and maintains the production network infrastructure that powers everything built on top of our platform across AWS, GCP, Azure, and beyond. In this role, you’ll set technical direction for how we scale our multi-region, multi-cloud network footprint while keeping reliability and performance high. You’ll partner closely with internal teams and Cloud Service Providers to troubleshoot complex connectivity issues, integrate new networking capabilities, and improve the foundations our engineers and customers rely on. This is a high-impact opportunity to drive meaningful improvements in scale, resiliency, and cost efficiency. At Datadog, we place value in our office culture, the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. What You’ll Do: Design, build, and operate cloud network infrastructure across AWS, GCP, Azure, and Neoclouds in a multi-region environment. Own connectivity between clouds, customers, and developers—ensuring scalable, secure, and reliable network paths. Set clear technical direction for expanding data centers and evolving the network while maintaining stability and performance. Improve cross-site and cross-region connectivity patterns to support Datadog’s growing platform needs. Lead deep investigations into latency, packet loss, and connectivity failures – from pcap and path analysis through to escalations with cloud providers that may originate from customer support Identify and deliver network-related efficiency and cost-saving opportunities that positively impact business health. Who You Are: You have deep networking expertise. You understand BGP, route policies, path selection, prefix advertisement, and what breaks in large-scale networking. You have substantial experience designing, building, and evolving large-scale Software-Defined Networks—inclu

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As a member of our Customer Operations & Support Team, you’ll be the voice of Figma as you help ensure our community has an exceptional experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, which will require critical thinking, an investigative mentality, and outstanding communication skills. We’re looking for a great teammate based in Japan who can cover weekdays and is technically inclined, eager to learn about design tools and community, and comfortable working in a startup-like environment where there are a lot of hats to wear. What you’ll do at Figma: Monitor our community and social platforms (community forum, X, Reddit etc.) and handle escalations Provide outstanding technical support for new and experienced Figma users on community and social platforms Help moderate and organize our community forum, making sure it stays a healthy and safe space for our global community Improve engagement and create a seamless one-to-many support experience Collaborate with our design and engineering teams to investigate and resolve complex issues Work with our Technical Quality Support team to report and escalate technical issues with the appropriate teams Collect and consolidate customer feedback into meaningful recommendations for our product and research teams Close the feedback loop with users when bugs are resolved and feature requests are implemented We'd love to hear from you if

Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. About the team Stripe’s Product Legal team is responsible for managing the legal and regulatory elements of the design, build and execution of our products and services. We work on some of the hardest technical, commercial, and regulatory problems around, and we’re looking for a product lawyer to join our team. In this role you will be a key advisor to Stripe’s product, engineering and partnerships teams, and will work on a diverse set of matters that straddle financial services, business processes, and technology. The ideal candidate is passionate about Stripe’s mission of helping businesses grow and thrive. We’re looking for someone who is a team player and willing to jump in on tasks of any size. Stripe operates within a complex and interwoven legal, regulatory, and financial partnership environment around the world. Note: The annual Canadian base salary range for this role is $160,000 - $240,000. What you’ll do Responsibilities Serve as product counsel to Stripe’s Payments and Terminal product teams, helping to expand our product offerings, and developing deep subject matter expertise to handle escalations and questions related to Stripe Terminal products and services. Counsel the Stripe product team on a range of issues including payments regulations, payment schemes rules, consumer protection, marketing, intellectual property, and data privacy. Actively collaborate with a wide variety of Stripe teams, including engineering, compliance, business

About the Team OpenAI’s Network Engineering team within IT and Security advances the mission of deploying artificial general intelligence (AGI) for the benefit of all by delivering secure, scalable, and resilient network services. We build and operate the connectivity that supports OpenAI’s offices, labs, campuses, cloud environments, people, and devices. By combining strong network fundamentals with security, reliability, automation, and user-centered design, we enable impactful AI research, corporate operations, and product innovation. About the Role As a Network Engineer at OpenAI, you will design, operate, and continuously improve the global networks that connect our offices, labs, campuses, PoPs, cloud environments, people, and devices. The role spans strategic platform engineering and responsive production operations: you will shape architecture, standards, roadmaps, lifecycle plans, and automation while supporting incidents, escalations, and time-sensitive delivery. Operational signals will inform what we stabilize, simplify, standardize, or automate next. We work backward from user needs, investigate root causes, own outcomes end-to-end, and move quickly without compromising security. We are looking for a versatile engineer who can make pragmatic reliability and security tradeoffs, communicate clearly, and turn recurring operational work into durable platforms, tooling, and standards. You will partner across IT, Security, AppEng, Research, Applied, workplace teams, carriers, and vendors. In this role, you will: Design, implement, and operate secure, scalable enterprise networks across offices, labs, campuses, PoPs, cloud connectivity, and hybrid environments. Set strategic direction for network services through architecture, standards, roadmaps, lifecycle planning, capacity strategy, and measurable reliability outcomes. Own production operations, including on-call, incident response, escalations, and time-sensitive delivery, while protecting user experience,

About the Team OpenAI’s mission is to ensure that general-purpose artificial intelligence benefits all of humanity. We believe that achieving our goal requires real world deployment and iteratively updating based on what we learn. The Protection Scientist Engineer, Integrity team supports this by identifying and investigating misuses of our products – especially new types of abuse. This enables our partner teams to develop data-backed product policies and build scaled safety mitigations. Precisely understanding abuse allows us to safely enable users to build useful things with our products. About the Role Protection Science Engineering is an interdisciplinary role mixing data science, machine learning, investigation, and policy/protocol development. As a Protection Scientist Engineer within Integrity and Investigations, you will be responsible for designing and building systems to proactively identify and enforce on abuse on OpenAI’s products. This includes ensuring we have robust abuse monitoring in place for new products, sustaining monitoring for existing products, and prototyping and incubating systems of defense against our highest risk harms. You will also respond to and investigate critical escalations, especially those that are not caught by our existing safety systems. This will require expert understanding of our products and data, and involves working cross-functionally with product, policy, and engineering teams. This role is based in our London office and includes participation in an on-call rotation that will involve resolving urgent escalations outside of normal work hours. Some investigations may involve sensitive content, including sexual, violent, or otherwise-disturbing material. In this role, you will: Scope and implement abuse monitoring requirements for new product launches. Improve processes to sustain monitoring operations for existing products, including developing approaches to automate monitoring subtasks. Prototype and mature into product

About the Team OpenAI’s mission is to ensure that general-purpose artificial intelligence benefits all of humanity. We believe that achieving our goal requires real world deployment and iteratively updating based on what we learn. The Protection Scientist Engineer, Integrity team supports this by identifying and investigating misuses of our products – especially new types of abuse. This enables our partner teams to develop data-backed product policies and build scaled safety mitigations. Precisely understanding abuse allows us to safely enable users to build useful things with our products. About the Role Protection Science Engineering is an interdisciplinary role mixing data science, machine learning, investigation, and policy/protocol development. As a Protection Scientist Engineer within Integrity and Investigations, you will be responsible for designing and building systems to proactively identify and enforce on abuse on OpenAI’s products. This includes ensuring we have robust abuse monitoring in place for new products, sustaining monitoring for existing products, and prototyping and incubating systems of defense against our highest risk harms. You will also respond to and investigate critical escalations, especially those that are not caught by our existing safety systems. This will require expert understanding of our products and data, and involves working cross-functionally with product, policy, and engineering teams. This role can be based in either our San Francisco, or NY office and includes participation in an on-call rotation that will involve resolving urgent escalations outside of normal work hours. Some investigations may involve sensitive content, including sexual, violent, or otherwise-disturbing material. In this role, you will: Scope and implement abuse monitoring requirements for new product launches. Improve processes to sustain monitoring operations for existing products, including developing approaches to automate monitoring subtasks. Prototyp

Who We Are Notion is the collaborative AI workspace where teams and agents think together . We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. About the Role: As a Billing Support Specialist at Notion, you will support our customers by addressing escalations related to billing and payments, conducting due diligence on inquiries, and triaging complex issues to our engineering and accounting partners. You'll collaborate across teams to deliver top-tier support, enhance operational workflows, and contribute to the product feedback loop. This role offers the opportunity to sharpen both your analytical and communication skills while interacting with a growing client base, including several Fortune 500 companies. As Notion scales, your contributions will be key in optimizing processes and delivering a seamless customer experience. What You'll Achieve: Provide timely, accurate billing and payment support through channels such as email, Zoom, and Slack. Troubleshoot and resolve payment discrepancies, processing errors, and technical issues by diagnosing root causes and implementing solutions. Collaborate with finance, regional support teams, user operations and enablement teams to gather feedback and improve the payment processing experience. Proactively identify areas for improvem