Escalation Manager (Swing Shift)

About the company

At the company, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture.  We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At the company, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

We are seeking an experienced and proactive Escalations Manager to join our Global Support  Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex  technical issues escalated from our customers or internal stakeholders. You will act as the bridge  between customers, internal teams, and executive management, driving resolution and maintaining trust  with our customers while contributing to continuous improvement efforts.

Hours: M-F 12:00 PM - 9:00 PM PST

KEY RESPONSIBILITIES

• Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory  resolution

• Facilitate any high priority incidents that occur and act as the primary point of contact to the  customer

• Manage communications to customers and internal executive teams during product incidents

• Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution.

• Triage, prioritize and assign escalations to appropriate teams while maintaining accountability

• Develop and execute detailed action plans for resolving escalated issues, coordinating with  cross-functional teams

• Build strong relationships with key customer stakeholders to restore confidence and trust during  escalations

• Proactively communicate status updates and resolution plans to customers and internal teams • Ensure customer feedback from escalations is documented and shared with relevant  stakeholders

• Gain a deep understanding of the company’s products and services to effectively address technical  issues

• Analyse trends in escalations to identify systemic issues and recommend improvements in  products, processes, and support methodologies

• Conduct post-mortem reviews for major incidents, documenting lessons learned and  implementing preventive measures

• Track and report on key metrics such as escalation response times, resolution and customer  satisfaction scores

• On-call is a requirement for this position

SKILLS AND COMPETENCIES

• 5+ years of experience in an enterprise technical support organization, with at least 2 years  managing escalations, preferably in cybersecurity

• Proven track record of resolving high-impact customer issues and managing critical incidents

• Exceptional communication skills with experience in communicating regularly with executive  level management

• Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services

• Ability to quickly establish trust and to influence others, both internally and externally

• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and  input exist

• Strong data-driven decision making skills, and process oriented mindset

• Ability to identify risks and dependencies and put in place plans to mitigate them

• Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric  mentality at all times

• Familiarity with support related tools such as Salesforce Service Cloud, Jira and Slack.

Hiring Range

$130,000 to $145,000

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

Life at the company

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make the company special

• A company culture that empowers you to do your best work.

• Employee Resource Groups that create a sense of belonging for everyone.

• Regular company and team bonding events.

• Competitive benefits and perks.

• Global volunteering and community initiatives

Our Benefits

• Generous PTO & Holiday Schedule

• Parental Leave

• Progressive Healthcare Options

• Retirement Programs

• Opportunity for Education Reimbursement

• Commuter Offset (Specific locations)

The company is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.