Senior Customer Incident Response Manager

Take charge as a Senior Customer Incident Response Manager, focusing on managing complex service issues and optimizing resolution processes. Leverage your skills in a fully remote work environment to drive exceptional customer outcomes.

This role is essential for owning the escalation process and ensuring high-quality communication with customers and stakeholders during critical incidents. You will mentor cross-functional teams and collaborate with engineering to define best practices in incident management. Your leadership will play a crucial role in enhancing overall customer trust and satisfaction.

Key Responsibilities: • Manage the entire escalation lifecycle with urgency • Mentor a diverse team of Support Leaders and Engineers • Communicate effectively with enterprise customers • Collaborate with Engineering to prioritize issues • Establish standards for incident handling and reporting

Requirements: • Minimum of 6 years in escalation management • Proven ...