Senior Escalation Manager

Fivetran

  • Dublin
  • Permanent
  • Full-time
  • 1 month ago
About the RoleFivetran 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. As a senior leader within the Escalation Management function, you will not only manage critical escalations but also influence process improvements, mentor team members, and play a pivotal role in our customer advocacy and escalation strategy.The ideal candidate brings deep technical understanding, exceptional judgment under pressure, and a collaborative mindset. You should have proven experience managing technical escalations, with a proven ability to influence cross-functional teams and drive continuous improvement.This is a full-time position based out of our Dublin office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.Technologies You'll Use
  • Zendesk
  • SupportLogic
  • Height/Jira
  • Looker
  • Backstage
What You'll Do
  • Lead and manage critical customer escalations, ensuring timely and effective resolution through cross-functional collaboration.
  • Serve as the escalation point for high-severity or high-visibility incidents, maintaining communication with internal stakeholders and executive leadership.
  • Act as a trusted advisor to key customers, demonstrating strong ownership, empathy, and problem-solving skills.
  • Drive improvements in our escalation processes and frameworks, identifying patterns and systemic issues to enhance long-term customer satisfaction.
  • Partner with Engineering, Product, and Customer Success teams to influence product fixes, workarounds, and roadmap planning.
  • Provide strategic insights and analysis on escalation trends to drive better support policies and decision-making.
  • Mentor and support other Escalation Managers and Support team members, sharing best practices and helping them grow their escalation handling skills.
  • Participate in post-incident reviews, capturing lessons learned and driving follow-ups for continuous improvement.
  • Represent the Support function in leadership forums related to incident response, critical accounts, or executive escalations.
  • Stay current on industry trends and emerging technologies to evolve our escalation strategy.
Skills We're Looking For
  • 7+ years in escalation management, technical account management, or a senior support leadership role.
  • Strong technical aptitude with the ability to understand and troubleshoot complex systems (SaaS, cloud infrastructure, data integration preferred).
  • Proven track record of leading high-severity incidents and communicating effectively with senior leadership and customers.
  • Strategic thinking with a passion for process improvement, operational excellence, and cross-functional collaboration.
  • Exceptional written and verbal communication skills with an ability to explain complex technical issues to diverse audiences.
  • Experience influencing product and engineering roadmaps through customer feedback and data.
  • Strong leadership and mentoring capabilities, with a focus on coaching others through challenging escalations.
  • Calm under pressure, highly organized, and capable of managing multiple priorities.
Bonus Skills
  • Experience with Zendesk, SupportLogic, and Height.
  • Familiarity with cloud platforms (AWS, GCP, Azure), data integration, or SaaS support environments.
  • Experience presenting to executive stakeholders or participating in customer QBRs.
  • #1Team1Dream mindset-collaborative, proactive, and always customer-focused.
#LI-HYBRID#LI-NR1

Fivetran