About the job
About Smartcat
Smartcat is at the forefront of revolutionizing the future of work, where human expertise seamlessly collaborates with digital teammates to achieve productivity gains ranging from 10x to 1000x for top-tier enterprises worldwide.
We are pioneering a unique category known as Agentic AI, empowering organizations to create high-performance hybrid workforces that integrate human skills with advanced AI agents. These AI agents are not just basic assistants; they are sophisticated digital teammates trained to learn from your best personnel, resources, and strategic business insights, ready to contribute from day one.
Our platform weaves together generative AI, human-in-the-loop workflows, and a dynamic Enterprise Skill Graph that perpetually evolves and enhances itself. Whether you are launching a product internationally, onboarding new employees, translating educational materials, or coordinating legal teams across different regions, Smartcat is designed to transform knowledge into actionable tasks and scale them efficiently.
More than 1,000 companies, including 20% of the Fortune 500, trust Smartcat to expand their business reach globally—swiftly, accurately, and in every language. As a Series C company experiencing 130% annual growth, we are rapidly expanding and seeking individuals who are eager to help shape the future of work.
Join us in unlocking global potential, one human and AI collaboration at a time.
Mission
The Customer Escalation Manager is tasked with spearheading the resolution of critical customer escalations while ensuring an outstanding customer experience throughout the escalation process. This position acts as the main point of accountability for escalated issues, blending structured escalation management with strong advocacy for customer needs, proactive communication, and disciplined adherence to defined service level agreements (SLAs) and contractual commitments.
The ideal candidate will possess a customer-centric mindset, remain composed under pressure, and excel at managing complex, high-stakes situations with professionalism and empathy. Success in this role will be evaluated not only by the speed and quality of issue resolution but also by the customer’s confidence in the process, the clarity of communication, and the long-term enhancement of customer outcomes.

