Role Overview:

Selector AI is looking for an Escalations Manager to lead the response to critical customer escalations and ensure rapid, coordinated resolution of high-impact issues. This role will serve as the central point of coordination during critical incidents, working cross-functionally to drive fast resolution and ensure a strong customer experience.

Responsibilities:

Own the end-to-end customer escalation management process for critical customer issues
Lead and coordinate cross-functional response teams including Engineering, Product, Support, and Customer Success
Facilitate and lead escalation war rooms during high-impact customer incidents
Provide clear and timely updates to executive stakeholders and leadership during critical events
Ensure rapid identification and resolution of issues affecting enterprise customers
Conduct post-incident reviews and drive corrective and preventive actions
Identify root causes and systemic issues, implementing process improvements to prevent recurrence
Maintain strong communication with customers and internal teams throughout the escalation lifecycle

Requirements:

5–10 years of experience in escalation management, incident management, or technical support leadership
Experience handling enterprise customer escalations in SaaS, networking, cloud, or infrastructure environments
Proven ability to coordinate cross-functional technical teams during high-pressure incidents
Strong communication, stakeholder management, and executive reporting skills
Ability to analyze incidents, identify root causes, and drive process improvements
Experience working with enterprise customers and complex technical environments is preferred