Smartcat

Lead high-priority customer escalations, ensuring exceptional experience and resolution within SLA commitments, while collaborating across teams and driving continuous improvement. | Minimum 5 years in customer escalation or related roles, with proven ability to manage complex escalations, strong communication skills, and experience with AI-enabled products and SaaS platforms. | About Smartcat Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises. We’re on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren’t generic copilots. They’re fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one. Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale. Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language. As a Series C company with 130% year-over-year growth, we’re scaling fast and investing in people who want to shape the future of work with us. Join us in unlocking global potential, one human and agent team at a time. Mission The Customer Escalation Manager is responsible for leading the resolution of high-priority customer escalations while ensuring an exceptional customer experience throughout the escalation lifecycle. This role serves as the primary point of accountability for escalated issues, combining structured escalation management with strong customer advocacy, proactive communication, and disciplined execution against defined SLAs and contractual commitments. The ideal candidate is customer-obsessed, calm under pressure, and highly skilled at managing complex, high-impact situations with professionalism and empathy. Success in this role is measured not only by speed and quality of resolution, but by the customer’s confidence in the process, clarity of communication, and the long-term improvement of customer outcomes. Key Responsibilities Customer Experience & Advocacy • Serve as the primary customer-facing owner of escalations, ensuring customers feel informed, supported, and confident throughout the resolution process • Act as a strong customer advocate internally by translating business impact, urgency, and expectations into clear action plans and priorities • Ensure communications are clear, timely, empathetic, and solution-oriented, reinforcing trust during high-pressure situations • Drive a consistent, high-quality escalation experience by setting expectations, aligning on next steps, and maintaining transparency Escalation Leadership & SLA Ownership • Own the end-to-end lifecycle of escalations from intake through resolution, ensuring compliance with SLAs, contractual obligations, and internal quality standards • Drive progress through structured execution, strong accountability, and effective stakeholder coordination • Monitor escalation timelines and SLA performance, proactively identifying risks and implementing mitigation strategies to maintain delivery commitments • Escalate internally as needed to secure prioritization, alignment, resources, or decisions required to achieve customer outcomes Cross-Functional Execution & Project Management • Lead cross-functional collaboration across Engineering, Product, Support, Operations, and leadership teams to deliver timely resolutions • Establish escalation action plans with clear milestones, owners, priorities, and delivery timelines • Facilitate escalation operating rhythms (triage calls, war rooms, executive updates) to ensure momentum, clarity, and alignment • Track progress, risks, and dependencies and remove blockers to maintain forward movement and resolution certainty Communication, Reporting & Stakeholder Management • Provide clear and consistent status updates to customers and internal stakeholders, including executive-ready summaries when required • Ensure customers understand impact, progress, expected timelines, and resolution plans in business-friendly language • Maintain escalation documentation, including customer communications, decision logs, action tracking, and final outcomes • Support internal reporting and insights to improve escalation transparency and operational visibility Root Cause Analysis & Continuous Improvement • Partner with internal teams to support issue triage, root cause analysis, and corrective/preventative action planning • Lead post-resolution reviews focused on both technical outcomes and customer experience learnings • Identify recurring patterns, systemic risks, or operational gaps impacting customers and drive improvements to prevent future escalations • Contribute to improving escalation frameworks, playbooks, processes, and customer communication standards Required Qualifications • 5+ years of experience in customer escalation management, customer success, technical support operations, program/project management, or related disciplines • Proven ability to manage complex, high-severity escalations while maintaining strong customer experience, communication and SLA outcomes • Strong customer-facing communication skills, including experience engaging with senior customer stakeholders • Strong internal communication skills with internal stakeholders at all levels • Demonstrated ability to implement AI tools and techniques to reduce total time to resolution while enhancing customer experience. Candidates should be comfortable leveraging AI to optimize efficiency, automate decision-making, and drive measurable improvements in service delivery • Experience supporting AI-enabled products, platforms, or workflows • Creating reporting on KPI and metric results and implementing improvement plans to meet KPI goals • Demonstrated ability to lead cross-functional teams and influence outcomes without direct authority • Strong organizational skills with the ability to manage multiple priorities and deliver results under pressure • Ability to balance urgency, empathy, and operational discipline in high-impact situations Core Competencies • Customer-first mindset with strong advocacy and relationship management • Escalation leadership and structured execution discipline • Results-driven with focus on SLA performance and customer confidence • Executive-level communication and stakeholder alignment • Strong cross-functional influence and coordination skills • Presenting in monthly/quarterly business reviews on organizational results to company KPIs and metrics • Analytical problem solving and continuous improvement orientation • Calm, professional judgment in high-pressure situations Preferred Qualifications • Experience supporting enterprise or strategic customer accounts • Familiarity with SaaS platforms and technical support/product development lifecycles • Project management certification or experience (CAPM, PMP, Agile/Scrum, ITIL) • Experience establishing escalation governance, customer experience standards, or operational excellence programs Why joining Smartcat might be your best move so far • Fully remote team We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more Smartcaters than others, such as Boston, Belgrade, Lisbon, Tbilisi and Yerevan. • Be part of an AI Native Organization We are highly innovative, using AI across all areas of the organization to accelerate decision-making and free people to focus on strategy and high-impact work. We embrace new ideas and encourage all Smartcaters, regardless of level or department, to manage their own AI Agents. At Smartcat you’ll shape how AI transforms the workplace and play an integral role in ensuring Smartcat remains a leader in AI innovation. • Innovating a $100 Billion industry Smartcat is reshaping the $100B multilingual content industry with an AI-powered platform that makes it easy for companies to create, translate, and localize global content at scale. Our platform enables enterprise teams to move away from slow, traditional outsourcing methods, and achieve fast, high-quality results, at a fraction of the cost. • Join the rocketship to scale-up 10x and beyond together We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn’t for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here. • Smartcat Culture: Where Diversity Meets High Performance At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and engagement. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to inclusion is steadfast, and we stand firmly against discrimination and harassment.

As an AI Outcomes Consultant, you will ensure customers achieve measurable outcomes and lasting value from their Smartcat deployment. You will onboard future state workflows, design AI agents, and manage technical delivery to achieve sustained value. | Candidates should have a BS/MS in engineering, analytics, or a related field with 3+ years of experience in technical deployment or account management of SaaS products. Skills in REST APIs, troubleshooting, and excellent communication are essential. | About Smartcat Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises. We’re on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren’t generic copilots. They’re fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one. Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale. Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language. As a Series C company with 130% year-over-year growth, we’re scaling fast and investing in people who want to shape the future of work with us. Join us in unlocking global potential, one human and agent team at a time. Account Management Organization Mission You will be part of the Account Management organization, focused on post-sales delivery and customer success. AI Outcomes Consultants are dedicated to driving ARR by delivering on technical outcomes within existing accounts and building AI workflows that accelerate adoption, deliver high quality multi-lingual content, and create lasting value from their Smartcat investment You will work closely with the Account Delivery team to deliver complex strategic accounts, with Solutions Engineers to capture requirements and discover pain points, and with Product & Engineering to shape platform capabilities based on real-world customer needs. Your mission is to translate customer goals into working solutions — configuring integrations, designing prompts and AI agents, and managing technical delivery to achieve sustained value. AI Outcomes Consultants are uniquely positioned to influence both the customer’s operational success and Smartcat’s product evolution, ensuring our platform remains ahead of the market and continues to drive transformation in localization and AI workflows. What you will be doing: As an AI Outcomes Consultants at Smartcat, you will be responsible for ensuring customers achieve measurable outcomes and lasting value from their Smartcat deployment. In this role, you will: Onboard future state workflows — Assess customer pain points and workflows and design optimized Smartcat platform deployment to maximize ROI. Onboard diverse users to ensure they can apply the platform effectively to influence their operations. Design AI Agents & skills — Create and iterate base prompts, chains of thought, and platform agent skills to meet future state customized workflows for the business outcomes they are looking to achieve. Can build, manage, troubleshoot end to end API workflows with customer systems and Smartcat platform. Build & Configure — Identify content sources and set up AI agents, workflows, and end-to-end processes that support seamless onboarding and operational efficiency. Act as the technical lead for higher-level integrations with platforms like Drupal, AEM, SFCC, and other enterprise systems. Own Technical Outcomes — Serve as the primary point of contact for Smartcat’s strategic accounts, ensuring translation results that deliver the expected quality. Submit bugs, feature requests to customize our brand new platform with customer needs. Collaborate Cross-Functionally — Work with GTM teams to gather scope and conduct pain discovery, and with Product & Engineering to identify feature gaps and propose enhancements. Leverage Linguistic Expertise — Apply linguistic principles to enforce consistency and quality standards across diverse customer implementations. Identify opportunities across accounts to develop reusable skills, prompts, and features that accelerate value for multiple customers. Lead Project Management & Executive Communication — Manage technical projects and stakeholder alignment by overseeing timelines, milestones, and challenges, while translating complex solutions into clear, actionable recommendations for audiences ranging from technical teams to C-suite executives. Platform Demonstration - Build and deliver demonstrations to new and existing teams to showcase pain-workflow functionality. What we’re looking for: BS/MS in engineering, analytics, or a related field with 3+ years in technical deployment, implementation management, or technical account management of SaaS products at Enterprise customers. Experience with REST APIs, Github, AI SaaS workflows, enterprise change management, and technical solution design, integrations. Skilled in troubleshooting complex implementation issues and creating custom solutions with software like LMS, CMS, PIMs, DAMs. Excellent communication skills with experience presenting to both technical and executive audiences. Strong negotiation, influencing, and client relationship management skills. Proven ability to deliver post-sale support, training, and adoption initiatives. Entrepreneurial mindset with curiosity, problem-solving ability, and collaborative approach. Willingness to travel up to 40%. Why joining Smartcat might be your best move so far Fully remote team We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more Smartcaters than others, such as Boston, NYC, SF, the Bay Area, London, and Lisbon. Innovating a $100 Billion industry Smartcat’s innovative approach towards multilingual content, taps into a $100B industry. Our platform enables enterprise end users to stop using traditional outsourcing methods, and start enjoying an easy-to-use, AI-powered SaaS, that delivers immediate high-quality results, at a fraction of the cost. High impact role enabling innovation and inclusion in organizations You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide. Join the rocketship to scale-up 10x and beyond together We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn’t for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here. Smartcat Culture: Where Diversity Meets High Performance At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and clear, honest and direct communication. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to diversity and inclusion is steadfast, and we stand firmly against discrimination and harassment.