Support Escalations Manager

About Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.

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

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!