Escalations Manager Jobs in Wisconsin (NOW HIRING)

• Growth Operations - Customer Operations
• Dallas, TX
• Hybrid

At Lighthouse (mylighthouse.com), we’re redefining how the global hospitality industry leverages data to make smarter decisions. Our platform combines benchmarking, business intelligence, and revenue optimization to empower hotel brands, operators, and owners to grow profitably in an increasingly complex environment.

We are a fast-growing, global SaaS company trusted by the world’s leading hotel chains, management companies, and independent properties.

We are seeking a Technical Account Manager (TAM) to act as a dedicated technical advisor for Lighthouse’s largest and most strategic customers. Sitting within the Customer Operations organization, this role ensures that enterprise clients receive account specific support, proactive and preventative support recommendations, clear communication on escalations, and continuous technical guidance to maximize value from our solutions.

The TAM is embedded with assigned accounts providing tiered escalation management, best-practice guidance, and a consistent technical relationship across the customer lifecycle.

• Serve as the primary technical point of contact for assigned strategic accounts, building deep relationships with customer stakeholders.
• Provide tiered escalation management, ensuring customer issues are tracked, prioritized, and resolved with speed and transparency.
• Proactively monitor technical and usage account health, surfacing risks and recommending preventative actions.
• Partner with Product, PIM, and Engineering to diagnose, reproduce, and resolve recurring or critical issues across APIs, integrations, frontend, and backend applications.
• Partner with Account Managers to support QBRs and Executive Business Reviews with technical updates, platform insights, beta programs, and roadmap alignment.
• Deliver proactive outreach (health checks, release briefings, configuration reviews) to ensure customers are optimizing Lighthouse solutions.
• Coordinate across internal teams (Support, Engineering, Product, Customer Success) to drive resolution and accountability for customer issues.
• Document customer environments, integrations, and workflows to maintain context for faster support and troubleshooting.
• Lead post-incident retrospectives, ensuring incidents are documented and lessons learned are applied to prevent recurrence.
• Advocate for customer needs internally, ensuring feedback is heard and considered in roadmap and support process improvements.
• Act as a trusted advisor, ensuring the customer receives consistent, high-quality technical engagement.

• Develop and deliver advanced technical documentation, diagnostic playbooks, and best practices for the Customer Care team.
• Collaborate with Product, PIM, and Engineering teams on product release readiness, ensuring support teams are enabled.
• Identify knowledge gaps within support processes and lead initiatives to improve diagnostic capabilities, issue triage, and resolution workflows.

• Partner with Engineering and Product teams to design and implement automation initiatives that streamline diagnosis and resolution.
• Contribute to building self-service capabilities (e.g., diagnostic tools, knowledge base articles, customer troubleshooting guides) for customers and Tier 1/2 support teams.

Qualifications

• 5–10+ years in technical account management, support engineering, or similar roles, ideally in SaaS, hospitality tech, or enterprise software environments.
• Proven track record of handling high-severity technical incidents and serving as an escalation point.
• Strong technical foundation across APIs, integrations, infrastructure, and application troubleshooting.
• Exceptional communication skills with ability to explain technical concepts to both executive and technical stakeholders.
• Experience partnering cross-functionally with Engineering, Product, and Support teams.
• Ability to thrive in ambiguous, high-pressure situations with a structured, problem-solving approach.
• Fluent in English (written and spoken); proficiency in any other language used within our company network is a plus.

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you!

At Lighthouse, we’re on a mission to revolutionize commercial strategy as hospitality’s most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.

With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• pursuit of greatness: We’re innovators who care deeply about our customers’ success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• elevate each other: We don’t just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

We’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship?