About Aiwyn
Transforming cash flow for professional services firms
Key Highlights
- Headquartered in Charlotte, North Carolina
- Specializes in Practice Intelligenceβ’ solutions
- Focus on improving cash flow and client payment cycles
- Supports a remote work environment and flexible PTO
Aiwyn, headquartered in Charlotte, North Carolina, specializes in Practice Intelligenceβ’ solutions designed for professional services firms. Their platform accelerates client payments and enhances cash flow management, helping firms reduce days-in-WIP and days-in-AR. With a focus on predictive insig...
π Benefits
Aiwyn offers competitive equity options, flexible PTO policies, and a remote work environment to support work-life balance. Employees also benefit fro...
π Culture
Aiwyn promotes a culture centered around data-driven decision-making and efficiency, empowering employees to leverage technology for better client out...
Customer Success Manager β’ Mid-Level
Aiwyn β’ United States - Remote
Skills & Technologies
Overview
Aiwyn is hiring a Customer Escalation Manager to oversee and resolve complex customer escalations. You'll work with SQL and various technical tools to ensure efficient issue resolution. This role requires strong problem-solving skills and experience in customer support.
Job Description
Who you are
You have a strong background in customer support and escalation management, with at least 5 years of experience in a similar role. You are adept at navigating complex technical ecosystems and can analyze data to drive resolutions effectively. Your communication skills are top-notch, allowing you to convey complex information clearly to both customers and internal teams.
You are comfortable with ambiguity and thrive in environments where you need to synthesize data from multiple sources. Your experience includes executing database queries and analyzing user session replays to identify root causes of issues. You understand the importance of collaboration across teams to prevent recurrence of escalated issues and drive long-term improvements.
Desirable
Experience with third-party practice management systems and tools like SafeSend and Outlook is a plus. Familiarity with DNS configuration and mail servers will help you excel in this role.
What you'll do
As a Customer Escalation Manager at Aiwyn, you will oversee and coordinate the resolution of high-impact escalations. You will ensure that escalated issues are prioritized and resolved efficiently, maintaining transparent communication with customers throughout the process. Your role will involve collaborating with internal teams to analyze and diagnose issues, leveraging your technical skills to trace source data through multiple integrations into Aiwynβs database.
You will be responsible for investigating escalations by executing database queries and reviewing application and network logs. Your analytical skills will be crucial in performing transaction-level investigations to identify root causes and implement solutions. You will also play a key role in driving long-term improvements to prevent similar issues from arising in the future.
What we offer
Aiwyn offers a dynamic work environment where you can grow your skills and make a significant impact on our customer support processes. We provide competitive compensation and benefits, along with opportunities for professional development. Join us in building category-defining technology for modern accounting firms and be part of a fast-growing scale-up SaaS company.
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