Escalation Manager

Requirements

• U.S. citizenship (required) to support certain customer environments.
• 10+ years in SaaS across escalation management, support leadership, incident management, or customer success escalations.
• Strong executive presence and customer communication-able to drive clarity under pressure with internal leaders and customer stakeholders.
• Proven ability to lead cross-functional teams through ambiguity and deliver outcomes with accountability.
• Experience with support/engineering workflow tools such as Zendesk and Jira (or equivalent).

Additional Information

AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend. Global enterprises, including one-third of the Fortune 500, use AppZen's invoice, expense, and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. At AppZen, we value candidates who are actively using AI tools to enhance productivity, automate repetitive tasks, and solve problems more efficiently. Across all roles, we are looking for team members who leverage AI in meaningful ways to drive impact in their work. To learn more, visit us at www.appzen.com. The US-Based Escalation Manager is a senior, customer-facing leader responsible for driving resolution of AppZen's most complex and high-impact customer escalations. You will partner with CSMs and ISMs to unblock go-lives, stabilize at-risk accounts, and protect customer confidence-coordinating across Support, Engineering, Product, and the AppZen Executive Team to deliver timely, durable outcomes. This role is Remote/Hybrid (U.S.-based), aligned to U.S. business hours, with flexibility to support critical incidents when needed. We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. You can find our Privacy Notice linked on the bottom of our appzen.com website.

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