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