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Aiwyn is a rapidly growing SaaS platform for modern accounting firms, backed by top-tier investors including Bessemer, KKR, and Revolution. As Customer Escalation Manager, you'll lead the escalation management function within the Customer Support organization, owning the end-to-end lifecycle of high-impact and complex customer issues.
You'll monitor and triage inbound support tickets to surface critical escalations and systemic issues, serving as the first point of contact for complex, customer-impacting problems that exceed standard support channels. Your responsibilities include coordinating resolution efforts across Support, Engineering, and Product teams while maintaining alignment with internal SLAs. You'll manage customer communications through written and verbal channels, acting as a trusted advocate while balancing internal priorities.
The technical investigation work is substantial: you'll execute database queries, analyze user session replays, review application and network logs, and perform transaction-level investigations. This includes tracing data through multiple integrations, diagnosing DNS and mail server issues, and understanding interactions with third-party systems like practice management platforms, SafeSend, and Outlook.
Key responsibilities include establishing escalation standards and playbooks, analyzing trends to reduce recurrence, facilitating incident retrospectives, and providing actionable recommendations to improve product usability and support processes. You'll deliver reporting on escalation performance, metrics, and SLA adherence, and manage risk escalation to minimize customer impact.
The ideal candidate has 3–5+ years in escalation management, technical support, or customer success, with proven experience managing customer-impacting incidents in production SaaS environments. You should be comfortable with incident management tools, support platforms like Zendesk, and issue tracking systems like Jira. A data-driven mindset, strong communication skills, and the ability to simplify complex technical concepts are essential. Familiarity with accounting software is preferred but not required.
