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[Remote] Escalations Manager, Technical Support
Note: The job is a remote job and is open to candidates in USA. Lytx, Inc. is a company focused on leveraging cutting-edge technology to make a positive impact on road safety. They are seeking a senior Escalations Manager for Technical Support to lead and coordinate responses to high-severity customer escalations, ensuring clear communication and operational discipline. This role involves driving systemic improvements and maintaining strong customer and internal partner trust during critical situations.
Responsibilities
- Own high-severity and high-risk customer escalations, including directly handling select escalations end-to-end when appropriate, while ensuring orderly execution, clear action items, and professional follow-through
- Engage directly with customers during critical situations, setting expectations and maintaining trust through strong communication and presence
- Coordinate cross-functional response across Support, Engineering, Product, and subject matter experts to drive progress on complex issues
- Translate technical inputs and resolution progress into clear, customer-safe communications, including ownership of customer-facing RCA narratives
- Build and run the escalation operating rhythm — standups, dashboards, workflows, communication standards, and executive readouts — to ensure visibility, consistency, and accountability during active escalations
- Provide escalation visibility and risk signal to leadership through regular readouts, executive updates, and escalation insights
- Define and enforce escalation standards, including intake criteria, severity thresholds, communication expectations, and closure requirements
- Identify escalation trends and systemic risk signals and partner with Support Operations and Enablement to drive follow-up improvements outside of active escalations
Skills
- 6+ years in technical support, customer escalations, TAM, or related roles in complex technical environments
- Proven experience managing high-impact customer issues with sound judgment and calm execution
- Strong technical fluency across platforms, devices, APIs, and integrations, enabling effective questioning and clear translation of outcomes
- Demonstrated ability to coordinate cross-functional efforts and drive alignment across teams
- Experience authoring post-incident communications or RCA documents for internal and external audiences
- Calm, composed, and effective in high-pressure customer situations, with strong judgment around when to escalate, when to push, and how to de-escalate
- Exceptional written and verbal communication skills, including the ability to present clearly to executives and customers
- Strong operational mindset, with comfort building frameworks, dashboards, and escalation standards
Benefits
- Medical, dental and vision insurance
- Health Savings Account
- Flexible Spending Accounts
- Telehealth
- 401(k) and 401(k) match
- Life and AD&D insurance
- Short-Term and Long-Term Disability
- FTO or PTO
- Employee Well-Being program
- 11 paid holidays plus 1 inclusive holiday per year
- Volunteer Time Off
- Employee Referral program
- Education Reimbursement Program
- Employee Recognition and Appreciation program
- Additional perk and voluntary benefit programs
Company Overview
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