At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.
To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.
Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.
WHAT YOU'LL DO
Braze is at an inflection point in our maturity, with a key focus on Scalability, Observability, and Reliability. Reporting to the Senior Manager of Escalation Management Function in the Office of the CTO, you'll be at the forefront of managing critical customer escalations while also driving process improvements and program management initiatives. In this pivotal role, you'll directly handle complex escalations, ensuring swift resolution and maintaining high customer satisfaction. Simultaneously, you'll contribute to the strategic evolution of our Escalation Management function, helping Braze operate as a technology-first business. Your efforts will be crucial in developing and implementing robust processes, policies, and support systems that enable us to effectively manage growth, scale operations, and consistently deliver exceptional customer experiences.
Key Responsibilities:
- Manage complex escalations, ensuring proper investigation, communication, and resolution throughout the escalation lifecycle
- Lead cross-functional collaboration with technical experts, support teams, and executive leadership to ensure alignment in addressing escalated issues
- Support and enhance the Escalation Management Function, problem management initiatives, and the executive customer escalation process
- Develop and implement comprehensive action plans and solutions to address root causes, balancing cost, risk, and resource availability
- Maintain and optimize escalation protocols and processes
- Triage and prioritize escalations based on urgency and business impact
- Translate complex technical information into clear business cases, impacts, and risks for stakeholders at all levels
- Present and report on escalations, high-profile issues, and platform incidents to the management team and executives as needed
- Drive continuous improvement in processes, service standards, and goals within the Escalation Management function
- Analyze escalation performance metrics and quality trends, providing data-driven recommendations for improvements
- Contribute to our blameless post-mortem process, and drive prioritization of action items related to process improvement, reliability, and resiliency
- Coach and mentor team members on identifying and resolving early escalations
WHO YOU ARE
- A skilled communicator able to effectively convey critical issue status (both verbally and written) to executive staff, go-to-market teams, and other stakeholders
- Adept at translating complex technical problems into easily digestible terms for all audiences
- A decisive leader capable of problem-solving and working effectively within cross-functional teams
- Able to prioritize and execute tasks efficiently in a high-pressure environment
- Experienced in responding to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
- Technically proficient with specific tools for reporting, documentation, and observability (e.g., Jira, Confluence, Salesforce, Google Workspace)
- Committed to operational excellence, using data-driven decision-making to minimize risk
- Proficient in creating, interpreting, and utilizing data-driven reports to inform decision-making and drive process improvements
- Possess a curiosity and willingness to continuously learn about our platform and how customers use it to achieve their business outcomes
Qualifications:
- Demonstrated ability to lead, make decisions, problem-solve, and work within cross-functional teams
- Demonstrated ability to deliver clear, concise updates on critical issues to diverse audiences, including C-level executives and cross-functional teams
- Strong technical background with a deep understanding of SaaS infrastructure, cloud technologies, and enterprise software ecosystems; familiarity with tools like Jira, Confluence, Salesforce, and observability platforms is a plus
- Exceptional talent for translating technical complexities into actionable insights for both technical and non-technical stakeholders
- Versatile team player with the ability to adapt quickly to different roles and responsibilities as escalations evolve, seamlessly transitioning between strategic and tactical contributions
- Capable of effectively prioritizing and executing tasks in a high-pressure environment
- Proven ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
- High degree of operational excellence, with a focus on data-driven decision-making to minimize risk
- 10+ years of experience in escalation management, program management, operations, or technical support escalations
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $117,400.00 and $143,500.00/year with an expected On Target Earnings (OTE) between $130,400.00 and $159.400,00/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.
WHAT WE OFFER
Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.
From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as:
- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services that include fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- A curated in-office employee experience, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®
ABOUT BRAZE
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.
Braze is proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. In 2025, we were recognized as one of Built In’s Best Places to Work. In 2024, we were included in U.S. News & World Report’s Best Companies to Work For (Top 10%) and recognized in Great Place to Work’s Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women.
Additionally, we were featured in Great Place to Work UK’s Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology.
You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.
BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER
At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.
Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.