Senior Escalation Manager - Remote

Overview

Fivetran is seeking a highly experienced and strategic Senior Escalation Manager to join our world-class Support team. In this role, you will take ownership of the most complex, high-impact customer escalations, partnering with internal teams and senior stakeholders to drive resolution and improve overall customer experience.

In Short

• Lead and manage critical customer escalations.
• Serve as the escalation point for high-severity incidents.
• Act as a trusted advisor to key customers.
• Drive improvements in escalation processes.
• Partner with Engineering, Product, and Customer Success teams.
• Provide strategic insights on escalation trends.
• Mentor and support other Escalation Managers.
• Participate in post-incident reviews.
• Represent the Support function in leadership forums.
• Stay current on industry trends and technologies.

Requirements

• 7+ years in escalation management or senior support leadership.
• Strong technical aptitude for complex systems.
• Proven track record in leading high-severity incidents.
• Strategic thinking and process improvement skills.
• Exceptional written and verbal communication skills.
• Experience influencing product and engineering roadmaps.
• Strong leadership and mentoring capabilities.
• Calm under pressure and organized.

Benefits

• 100% employer-paid medical insurance.
• Generous paid time-off policy.
• RSU stock grants.
• Professional development opportunities.
• Company virtual happy hours and team-building activities.
• Monthly cell phone stipend.
• Mental health support platform access.