Why This Job is Featured on The SaaS Jobs
This Support Escalations Manager role stands out in B2B SaaS because escalations sit at the intersection of product reliability, customer retention, and internal operating cadence. Owning executive-level issues requires translating technical realities into clear decisions, while coordinating Support, Product, and Engineering around a single source of truth. The remit also signals a company investing in operational maturity, with escalation handling treated as a structured system rather than ad hoc firefighting.
For a SaaS career, escalation leadership builds durable leverage. It develops fluency in how subscription businesses manage risk, communicate during incidents, and turn customer pain into roadmap and documentation improvements. The emphasis on root cause analysis and trend monitoring strengthens an operator’s ability to connect frontline signals to systemic fixes, a capability that transfers across support operations, customer experience, and service delivery roles in many SaaS environments.
This position is best suited to professionals who enjoy ambiguity but impose structure, and who can keep multiple stakeholders aligned under time pressure without losing precision. It will fit someone comfortable switching between customer-facing communication and internal problem decomposition, and who wants to formalise processes using tools and automation rather than relying on heroics.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role
- Own and manage high-impact and executive-level customer escalations from identification through resolution.
- Act as the primary point of contact for complex, high-risk, or time-sensitive customer issues, ensuring clear and proactive communication throughout.
- Coordinate cross-functional response efforts across Support, Product, Engineering, Customer Success, Sales and other internal stakeholders to drive timely resolution.
- Conduct root cause analysis on escalated issues and work with Support leadership to ensure corrective and preventative actions are implemented.
- Establish, refine, and scale escalation management processes, playbooks, and communication standards by leveraging AI to design smarter workflows, automate repeatable components, generate structured outputs, surface trends, and continuously elevate resolution quality and speed..
- Monitor trends across escalations to identify systemic product, process, or documentation gaps and proactively recommend improvements.
- Work closely with the Support Training Specialist to identify training needs, uncover process gaps, and recommend improvements that elevate support team performance and prevent repeat escalations.
- Help expand and strengthen our global support processes by bringing curiosity to problems, creativity to solutions, and discipline to execution.
Please note the hours for this role are: Mondays - Fridays (US timezone)
About You!
- 3–5+ years of experience in customer support, technical support, escalation management, or a similar role within a B2B SaaS environment.
- Proven experience handling complex or executive-level customer escalations with strong stakeholder management skills.
- Prior experience working with ticketing/support platforms such as Salesforce, or similar tools.
- Exceptional problem-solving skills and is able to navigate ambiguity, technical complexity, and urgency without losing structure.
- Strong communication skills with the ability to clearly and confidently explain complex technical issues to both technical and non-technical audiences.
- Demonstrated experience partnering cross-functionally with Product, Engineering, Customer Success, Sales, and Operations.
- Strong analytical mindset with the ability to identify patterns, conduct root cause analysis, and implement scalable solutions.
- BA/BS preferred with 3–5+ years of industry experience in B2B SaaS, technical support, customer experience, or related fields.
- Professional spoken and written English required. Fluency in additional major languages is a plus but not required.
Why Work at Karbon?
- Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
- 15 paid time off days per year (which includes 5 Karbon Days per year)
- 7 Sick leave days per year
- Internet and work-from-home subsidy
- Discretionary bonus program
- Work with (and learn from) a very experienced team
- Be part of a startup team that will continue to grow around you
- Flexible approach to work environment (we believe in trust and autonomy)
- A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
