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    Vice President of Escalations for MSP – Remote (Telecom)

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    Company NameAireSpring
    Company TypePrivate
    Job TypeFull-Time
    Salary RangeMarket Competitive
    LocationAtlanta, GA
    QualificationsBachelor’s Degree
    Experience10 Year+

    Job Overview

    AireSpring is seeking a highly experienced Vice President of Escalations for MSP – Remote (Telecom). This pivotal role involves leading the escalation process for critical customer issues within the Managed Service Provider (MSP) and Telecommunications sector, focusing on enhancing customer satisfaction and ensuring prompt, effective resolution of complex technical and service challenges.

    Company Overview

    AireSpring empowers global enterprises with fully managed, best-of-breed IT and network solutions, delivering seamless connectivity, security, mobility, and unified communications. At the core of our offering is AIreCONTROL, our proprietary AI-powered IT Service Management (ITSM) platform providing real-time visibility, control, and automation across your entire network ecosystem. AIreCONTROL, leveraging the power and intelligence of AIOps, consolidates the management of IT, security, and connectivity services into a single pane of glass, integrating data, alerts, and notifications from AireSpring’s diverse portfolio — including SD-WAN, SASE, circuits, firewalls, routers, and connectivity—into one intuitive SaaS platform. AireSpring’s integrated voice, data, and security solutions complemented with AIrePOD tier 3 engineering support span hundreds of global providers including Starlink, ensuring optimized secure network performance, and unparalleled resiliency.

    Quick Details

    • Salary Range: Market Competitive
    • Job Type: Full-time
    • Qualifications: Bachelor’s Degree
    • Experience: 10 Year+

    Key Responsibilities

    • Lead and manage the entire escalation process for critical customer issues.
    • Develop and implement strategies to improve customer satisfaction and reduce escalation frequency.
    • Collaborate cross-functionally with engineering, sales, and support teams to resolve complex problems.
    • Analyze escalation trends to identify root causes and implement proactive preventive measures.
    • Act as a senior point of contact for high-stakes customer interactions and critical account management.
    • Build, mentor, and lead a high-performing team of escalation management professionals.

    Requirements

    • Proven experience in a senior escalation management or customer success leadership role within the telecom/MSP industry.
    • Strong understanding of IT Service Management (ITSM) frameworks and AIOps platforms.
    • Exceptional problem-solving, negotiation, and conflict resolution skills.
    • Excellent verbal and written communication abilities for executive-level interaction.
    • Ability to work effectively in a remote environment and manage a distributed team.
    • Bachelor’s degree in Business, IT, Engineering, or a related field.

    Benefits

    • Opportunity to drive significant impact on customer satisfaction and retention for a leading global MSP.
    • Work with cutting-edge AI-powered IT service management solutions.
    • Competitive salary and comprehensive benefits package.
    • Flexible remote work arrangement.
    • Professional development and significant career advancement opportunities.
    • Collaborate with a highly skilled and innovative team dedicated to excellence.

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