Executive Escalations Manager

Highlights

• Founding member standing up a new executive escalations function from scratch.
• Own high-stakes user issues surfaced via executive channels to resolution.
• Lead escalations insights forum to drive product and policy improvements.

What they offer

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Office space for collaboration

Ideal candidate

Calm-under-fire operator who thrives in ambiguity and action. You communicate crisply with executives, spot second-order patterns in complaints, and care deeply about protecting user trust and reputation.

Requirements

• 6+ years of experience in escalation management, trust & safety operations, customer support, or related front-line operations role
• Direct, hands-on experience running incidents or escalations, investigating issues and coordinating with cross-functional partners
• Sharp written communication to brief senior leaders and document incidents
• Excellent judgment under pressure
• Comfort coordinating across functions in real time and influencing without positional authority
• Pattern-detection mindset and comfort with ambiguity and bias toward action
• Bachelor's degree or equivalent combination of education, training and/or experience