Escalation Manager

At Aisera, you will be driving deployment and use of cutting edge Conversational AI solutions in our customer environments. We’re building a world-class Customer Operations team, where each individual loves to move fast, be challenged, and is constantly looking for opportunities to make our customers successful. The Escalation Manager works closely with other stakeholders to handle the escalations our customers or internal teams submit with an eye to solve challenges and establish preventative processes so they do not re-occur.You will handle all incoming escalation requests across our product line, customer list and technology stack to deliver business outcomes with high satisfaction. You will lead the charge in defining the best practices for customer escalation resolution process such as streamlined communications, RCA process and ultimately solving the issues to the customer’s satisfaction. This is a highly visible role with unbound growth opportunities.What You'll Do:

Work internally with our Customer Success, Engineering & PM teams to coordinate and resolve critical technical issues in a timely mannerBe the Primary point of escalation for all Aisera customersEnforce best practices and quality check on all stages of escalationTriage any escalation issues reported by customers and/or customer facing teams and work with Engineering toward the resolutionsServe as a central resource with internal and external stakeholdersHandle issue status and reporting to provide clarity and transparency to different levels in the organizationAnalyze and identify trends to reduce the number of escalations and improve customer satisfaction and communicationAct as Incident Response Coordinator during high severity escalations or outagesBuild Strong Rapport with Aisera Teams, to build trust and recognition as reliable escalation contactWhat You’ll Need:

Bachelor’s or higher degree in data science, computer science, engineering, or related technical field3-5 years of consulting experience with excellent project management skillsExperience in enterprise technical support, escalation management, professional services or related customer facing roles in fast-paced environmentsKnowledge/Familiarity with SSO, REST APIs, AWS and software integrationsKnowledge/Familiarity with Python, Java, Javascript or other scripting/programming languages is a plusA passion for customers and problem-solving, desire to go deep and become familiar with the customer’s technical and business environmentComfortable juggling priorities while working in a startup environmentBenefits of Aisera:

Fun place to workDemanding jobGreat teamGreat opportunityAisera Benefits:

Medical, dental, and vision benefitsHolidays and flexible PTOPaid family leave401(k) planStock OptionsEmployment Assistance Program

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