Full-Time
Escalation Manager
Posted on 1/17/2023
AI copilot for enterprise
Junior, Mid, Senior
Palo Alto, CA, USA
- 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
- 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
- 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
- Knowledge/Familiarity with Python, Java, Javascript or other scripting/programming languages is a plus
Aisera stands out as a leading provider of AI and automation solutions, with a proven track record of enhancing service delivery and support across IT, operations, and customer service sectors. The company's AI Service Experience platform (AISX) leverages advanced language models and deep domain knowledge to achieve impressive auto-resolution rates and significant cost reductions, while offering comprehensive automation across multiple channels. Recognized by Forbes, CNBC, Deloitte, and Gartner among others, Aisera's commitment to quality and efficiency is further demonstrated by its extensive integration capabilities, sizable partner network, and a roster of flagship enterprise customers.
Company Stage
Series D
Total Funding
$189.1M
Headquarters
San Jose, California
Founded
2017