Customer Support Escalation Manager, Netomi
Incident Manager
Toronto Remote
Customer service automation
Open for applications
Customer service automation
201-500 employees
Open for applications
Toronto Remote
201-500 employees
Company mission
To enable companies to build deep engagement in this new era with conversations that are emotional, empathetic, intuitive, and on brand.
Role
Who you are
- 12-15 years of demonstrated experience in a high-pressure, customer-facing technical support, strategic account management, or program management role focused specifically on critical issue resolution (P0/P1 incidents)
- Expert-level proficiency in leveraging monitoring tools (e.g., Datadog, Splunk, or similar logging/APM platforms) to quickly identify and understand technical issues
- Demonstrated ability to maintain composure, confidence, and executive presence while leading intense, real-time crisis calls with senior client leaders and internal stakeholders
- Exceptional executive communication and influencing skills; the ability to articulate clear, organized recovery plans and technical risk to both technical and non-technical audiences
- Proven track record of success in developing, implementing, and refining incident management and escalation processes
- Strong technical acumen—comfortable discussing complex API integrations, data flows, systems architecture, and conversational AI model training with customer technical teams
- Proficiency with support systems and tools such as Zendesk, Datadog, or similar incident monitoring and ticketing platforms
- Bachelor's degree in Business, Computer Science, or a related field; MBA or advanced degree is a plus
What the job involves
- An Incident Manager plays a critical role in ensuring the effective and efficient handling of incidents within an organisation
- They are responsible for managing the entire lifecycle of incidents, from identification and logging to resolution and post-incident analysis
- Their primary goal is to minimize the impact of incidents on business operations and ensure that services are restored as quickly as possible
- Crisis Ownership & Command: Act as the single, authoritative point of contact for all P0/Critical customer escalations, owning the entire resolution lifecycle from initial triage and mobilization to final post-mortem delivery
- Executive Alignment & Communication: Design and deliver clear, concise and compelling status updates to C-level and senior executive audiences (both internal and external), focusing relentlessly on mitigation steps, recovery progress, and clear, organized plans for resolution
- Cross-Functional Mobilization: Lead and govern internal war rooms, mobilizing and coordinating resources across Engineering, Product, Support (L1/L2), and Commercial teams to ensure rapid problem-solving and aggressive delivery against service restoration targets
- Technical Deep Dive & Drive: Possess a detailed understanding of Netomi’s systems and monitoring tools (e.g., Datadog, logging platforms) to rapidly determine issue scope and direct technical teams towards the root cause. You possess the authority and influence to secure internal commitment and drive focused action until the technical issue is resolved
- Root Cause & Prevention: Drive rigorous Root Cause Analysis (RCA) processes, translating complex technical findings into clear, actionable steps for Product and Engineering roadmaps to prevent future recurrences and enhance long-term platform stability
- Internal Force & Influence: Proactively utilize superior influence, persistence, and problem-solving skills to overcome internal resource, priority, or technical roadblocks to drive urgency and secure internal commitment needed to resolve critical incidents
- Process Refinement: Continuously refine and improve internal standard operating procedures (SOPs) for incident management and escalation workflows to optimize the support team's performance under pressure, ensuring every critical incident improves future response times
Our take
Customer service plays an essential role for any organisation wanting a long term and profitable business. It’s a critical differentiator and catalyst for customer loyalty, with the majority of consumers saying that bad customer service experiences have caused them to switch brands or service, or back out of a purchase.
Netomi provides companies with a convenient, intelligent and cost effective way to facilitate the best customer interactions on email, chat and mobile. Its conversational AI system allows businesses to activate, manage and train AI to automatically resolve customer issues, operating more effectively than classic AI chatbots.
Netomi is the market leader in AI-first customer experience, and, with the value of the chatbot market rapidly increasing, it has the space to grow. The company has also seen good investment which is allowing it to increase headcount and continue scaling its operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2021
$30m
SERIES B
Mar 2019
$10m
SERIES A
Total funding: $44.9m
Company benefits
- Flexible work environments
- Educational / professional development opportunities
- Equity opportunities
- 401K plan
- Snacks, breakfast and a daily catered lunch
- Work from home opportunities
- Health insurance
Company HQ
Hayward Park, San Mateo, CA
Leadership
Puneet Mehta
(Founder & CEO)Previously Senior VP of Engineering and Data Science at Citi, Software Engineer and Scientist at IBM TJ Watson Center and Vice President of Engineering at JPMorgan Chase.
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