ALOIS Solutions · 10 hours ago
Escalation Manager
United States
Contract
Remote
Entry, Mid Level
2+ years expALOIS Solutions is seeking a Hypercare Analyst to manage high-priority customer escalations and drive issue resolution across technical and business teams. This role involves project management, technical troubleshooting, and ensuring customer success while protecting the brand's reputation.
ConsultingHuman ResourcesStaffing Agency
No H1B
Hiring Manager
Dhruvil Barot
Responsibilities
Own and manage escalated / at-risk customer accounts
Track and report red accounts, trends, and recovery plans
Coordinate with Support, Engineering, Product & Ops teams
Lead action plans to resolve technical and operational issues
Facilitate recurring stakeholder and customer syncs
Maintain clear documentation (cases, action plans, notes)
Identify risks early and proactively course-correct
Support process improvements to scale Hypercare operations
Occasional after-hours support as needed
Qualification
Required
2+ years experience in Project Management
2+ years experience in Technical Account Management
2+ years experience in Escalations / Customer Operations
Familiarity with Salesforce
Familiarity with Jira
Familiarity with Google Workspace
Familiarity with Slack
Network troubleshooting & basic Linux CLI
Strong communication & stakeholder management skills
Comfortable handling high-impact, high-visibility issues
Must be authorized to work in the US (no sponsorship)
Preferred
APIs, workflows, or system integrations (plus)
Benefits
Fully remote opportunity
High-visibility role with leadership exposure
Hands-on ownership of critical customer outcomes
Great mix of technical + project + customer-facing work
Company
ALOIS Solutions
ALOIS Solutions is a rapidly expanding Talent and Technology Solutions company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Farhad Wadia
Co-Founder
Kinjal Desai
Co-Founder
Recent News
2025-05-17
2025-04-14
Company data provided by crunchbase