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. 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 manner
● Be the Primary point of escalation for all Aisera customers
● Enforce best practices and quality check on all stages of escalation
● Triage any escalation issues reported by customers and/or customer facing teams
and work with Engineering toward the resolutions
● Serve as a central resource with internal and external stakeholders
● Handle issue status and reporting to provide clarity and transparency to different
levels in the organization
● Analyze and identify trends to reduce the number of escalations and improve
customer satisfaction and communication
● Act as Incident Response Coordinator during high severity escalations or outages
● Build Strong Rapport with Aisera Teams, to build trust and recognition as reliable
escalation contact

What You’ll Need:
● Bachelor’s or higher degree in data science, computer science, engineering, or
related technical field
● 3-5 years of consulting experience with excellent project management skills
● Experience in enterprise technical support, escalation management, professional
services or related customer facing roles in fast-paced environments
● Knowledge/Familiarity with SSO, REST APIs, AWS and software integrations
● Knowledge/Familiarity with Python, Java, Javascript or other scripting/programming
languages is a plus

● A passion for customers and problem-solving, desire to go deep and become familiar
with the customer’s technical and business environment
● Comfortable juggling priorities while working in a startup environment

Benefits of Aisera

Fun place to work

Demanding job

Great team

Great opportunity

Aisera Benefits

Medical, dental, and vision benefits

Holidays and flexible PTO

Paid family leave

401(k) plan

Stock Options

Employment Assistance Program